Queue Manager

Recruiter
Undisclosed Company
Location
Newcastle upon Tyne, Tyne and Wear
Salary
£18000 - £22000 per annum
Posted
24 Nov 2016
Closes
08 Dec 2016
Ref
GBR/
Sector
IT
Job Type
Contract
Hours
Full-time
We have an exciting opportunity to recruit a Queue Manager for our Client based in Newcastle. The successful candidate will be responsible for monitoring to work queue for and new and returning tickets.

Key Responsibilities:
- Monitor the work queue for new/ returning tickets
- Work alongside the Workstream Lead to validate incoming incidents to ensure they have been assigned correctly
- Reject any miss-assigned incidents back to the triage team
- Work with the incident owner to identify any resources needed to investigate and resolve the ticket
- Contact customers for additional information on incidents
- Ensure the User Guidance documentation is updated with resolutions to incidents
- Work with the Problem Management Team to correctly manage incidents within known error processes
- Escalate repeated incidents/ issues

Personal Skills:
- Strong team player
- Have the ability to work under pressure within demanding timeframes
- Attention to detail
- Willing to travel to Corsham and London sites

Due to the business needs of this role SC security clearance is an essential requirement. If applicants do not currently have SC clearance they must have photographic ID in the form of a passport or driving license, that is in date and reflects the applicants current address.

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