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Mid LevelFull-time
Salary Range
$76,500 - $103,500 /year
This salary is estimated based on similar roles. The actual salary may vary.
We are seeking a highly motivated Technical Support Coordinator to oversee and prioritise Ivanti ticket management within the CST Tech Ops team. This role is crucial in ensuring efficient resolution of technical issues while optimising response times and maintaining service excellence. The successful candidate will be responsible for managing key performance metrics, workload distribution, and cross-team collaboration to enhance delivery and make our process’ more efficient.
• Oversee and prioritise Ivanti tickets for CST Tech Ops to ensure prompt resolutions communicating goals and deadlines to team members.
• Monitor and analyse key performance metrics to boost response times and optimise ticket resolution rates.
• Manage the teams workload to ensure that user service is restored as quickly as possible.
• Collaborate with other CST teams to streamline ticket management and ensure timely resolutions.
• To proactively manage the complete ITSM workload including the Network, Wintel and UNIX systems, Web Access, VPNs and firewalls.RESPONSIBILITIES AND DUTIES:
• Assist the Tech Ops team to ensure incidents and requests are kept within SLA (service level agreement)
• Liaising closely with other team members and departments to ensure that all Incidents are dealt with within contracted SLA (service level agreements) timescales.
• Actively looking for ways to drive the ticket numbers down in the queue.
• Responsible for ensuring the timely restoration of service or escalating where necessary.
• Monitor procedures, review, and update, as necessary. Identify and produce new procedures as appropriate.
• Be able to work 7.5 flexible working hours, 8-6
• Get involved in any other business activities as required
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About NECSWS
NECSWS operates at the intersection of technology and specialized services, providing innovative solutions tailored to meet the evolving demands of modern industries. While the exact founding date and location are not explicitly stated, the name suggests a focus on advanced systems and services, likely serving sectors such as defense, aerospace, or critical infrastructure. The company leverages cutting-edge technology to deliver reliable and secure solutions, positioning itself as a trusted partner for organizations requiring precision and expertise in complex operational environments. The core offerings of NECSWS include advanced system integration, cybersecurity solutions, and bespoke software development, all designed to enhance operational efficiency and security. Key features of their services include robust data protection protocols, scalable infrastructure, and customized deployment options to align with client-specific needs. Their target audience primarily consists of government agencies, defense contractors, and enterprises in high-stakes industries where reliability and confidentiality are paramount. By combining technical expertise with a client-centric approach, NECSWS ensures that its solutions not only meet but exceed industry standards. NECSWS has established itself as a leader in its niche, distinguished by its commitment to innovation and excellence. The company’s notable achievements include successful deployments in high-security environments and the development of proprietary technologies that address unique industry challenges. Its market position is reinforced by a reputation for delivering dependable, forward-thinking solutions, making it a preferred partner for organizations seeking to navigate the complexities of modern technological landscapes.
