JOB DETAILS

Manage and triage incidents and service request assigned to team queues in ZenDesk
Possess or quickly gain detailed knowledge of the work done by the application development teams to effectively document and support the applications

Develop and mentor the team to transition from a L1/L2 to a L2/L3 support skill level 

Verify that all necessary requirements, incident details, sample data, and other supporting information is provided with each incident or service request submitted 

Assign tickets to team members based upon current workload, subject matter, complexity, expected delivery date, and resource availability

Help to manage overall prioritizations between production incidents/problems, releases, and new application implementation 

Track progress of assigned tickets with a focus on meeting delivery deadlines and SLA’s

Track and report on metrics for tickets assigned to and handled by the ...