DXC Technology Queue Coordinator - Top Secret SCI with Poly in Fort George Meade, Maryland
DXC Technology (NYSE: DXC) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company’s technology independence, global talent and extensive partner alliance combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally.
For more information, visit www.dxc.technology at http://www.dxc.technology/ .
DXC Technology has an immediate need in our U.S. Public Sector group for a Queue Coordinator - Top Secret SCI with Poly in Annapolis Junction, MD.
DXC Technology is looking for a Queue Coordinator to monitor ticket queues to ensure tickets are assigned, worked, and resolved in accordance with defined Service Level Agreements (SLAs). Positions are shift-based work providing 24x7 coverage. The Level 2 Queue Coordinator shall possess the following capabilities to perform the following routine tasks: Monitoring the queues and assigning tickets; Verify correct routing of tickets and reroute incorrectly routed ticket; Assign and prioritize tickets to support resources based on location and required skillset. Notify on-site resources of critical or high priority tickets; Coordinate ticket resolution activities with end-users to include scheduling of on-site visit and follow-up; Maintain proper ticket status for all tickets within defined queues; Document resolution activities in tickets including tasks such as end-user communications, interactions with end-user, and ticket closure; Coordinate tasking of support resources to ensure SLA targets are met; Provide status of tickets/events as part of shift turnover to incoming resource; Assist with proper assignment of tickets as well as facilitation of resource allocation based on work load; Coordinate resources with teams across disciplines to ensure SLA targets are met.
DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities