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Shipping and Receiving Clerk


Monitors and helps coordinate ITSM effectiveness activities for large IT managed services related to remote and on premise site support.  Service towers include desktop computing, general IT site support and project integration activities.  Activities and responsibilities will focus on Request and Incident ticket routing, monitoring work in process to include aged ticket queues, escalating and correcting misroutes, measuring contact quality to include recorded phone calls, measuring process and content quality of communications, and making decisions related to remote support and site dispatch assignments.

Essential Duties:

  • Proactively monitor work in process for all service components, to include Request, Incident, Problem and Knowledge management
  • Escalate misroutes of tickets and delays in resolution, communicating with end users and resolvers
  • Proactively monitor voice, email and other forms of contact between end users and service team resolvers, checking for quality issues and examples for recognition measured against predefined service criteria
  • Proactively monitor the content of tickets, knowledge base articles and other forms of written communication against predefined criteria
  • Proactively measure work in process to assure predefined processes are being followed consistently
  • Escalate issues and opportunities for recognition to service team leadership, perform corrective action sessions and continuous improvement training
  • Generate and manage related service performance management reporting
  • Maintains all policies and procedures and recommend changes to Delivery and Quality Assurance runbooks
  • Assist with other key ITSM support activities to include workload assignments (Remote Support, Dispatch or Scheduled), assist daily decisions
  • Communicate with service team resolvers, leadership and end users as required

Qualifications & Experience:

  • 1+ Years working within large managed services and/or strategic service program initiatives
  • 2+ years as service team member working as resolver on service desk or desktop support team
  • 2+ years supporting service design, operations and continuous improvement initiatives within managed service team environment
  • Experience working with formal ticket queue management, IT service quality assurance and continuous service improvement required
  • Good communication, planning and overall organization skills


  • Bachelor’s Degree preferred.
  • ITIL Essentials preferred

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