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Sr. Incident Coordinator

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City:Madison
Zip:07940

Description

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Title Sr. Incident Coordinator

Description
Job Summary:

Florham Park area.......

The Sr. Incident Coordinator will be responsible for monitoring the Customer Help Desk ticket queue(s) and effectively communicate with project managers, team leads, and technicians. Daily work assignments will come from the tickets that customers open at the Service Desk. Primary job function includes the following:

* Follow PCM/SARCOM Service Desk procedures for assigning and tracking tickets. Validate proper ticket severity based upon standardized work processes. Contact appropriate technician or alternate contact as identified in standardized work process.
* Examine ticket audit trail.
* Monitor and report the condition of ticket queues as identified by management for tickets which could fail service level agreements (SLA)
* Maintain knowledge of applicable service level agreements.
* Monitor and report to management long term trends of queues for SLA compliance.
* Provide advice on potential process improvement for general ticket and queue management


Position Requirements
Minimum Education/Experience: High school diploma, B.S. preferred.

Qualifications:

* Previous experience with a major service ticket system (i.e. Remedy, Track-IT).
* Microsoft Office Suite Trained
* Ability to apply office management practices and administrative support processes
* Ability to work under pressure and tight deadlines
* Ability to work independently and within a team environment
* Outstanding communication and interpersonal skills required
* Skill in the utilization of correct grammar, spelling, punctuation, and required formats
* Effective communication skills - both written and oral
* Ability to multi-task


Location Madison, NJ


Full-Time/Part-Time Full-Time


Shift Days


Category Information Technology


About the Organization Providing IT solutions nationally since 1987, PCM, Inc. is an industry recognized, publicly traded, value-added direct marketer of technology products, services and solutions to businesses, government, education, and individual consumers. Fully accredited and authorized by major manufacturers including HP, Apple, Cisco, Microsoft, Dell, and 1500 others, PCM offers product and service solutions through field sales, call center, eCommerce, and retail store venues. With annual sales of $1.5B+ , 3000 employees and over 400,000 products available, PCM delights in serving small, medium and enterprise level businesses.

PCM has a national presence with branch and satellite offices from California to New Jersey.

In addition to selling products, PCM has the capabilities and resources to consult, configure, install, implement and support what we sell. Service offerings include:

• Networking and infrastructure solutions
• Enterprise systems and storage solutions including data migration, replication, disk/tape storage management, SAN, NAS and virtualization
• Integration and configuration solutions
• Monitoring and operations solutions
• Advanced printing solutions
• 24/7 Help Desk
• System refresh and installation solutions
• Staff Augmentation resources
• Recycling & disposal solutions

PCM has received certifications and authorizations from all major manufacturers. From A+ to CCIEs, business analysts to architects, we have the expert staff to advise clients in making best-fit technology decisions.



Tags


Req Number INF-13-00451


Internal Approved REQ#




This position is currently accepting applications.

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