Duties & Responsibilities

The Ticket Owner is accountable for the eventual successful closure of all Incidents and Service Requests. As a general rule ticket ownership lies with 1st Line support. In most cases this means that tracking and tracing of tickets falls under the responsibilities of Service Desk. In cases where a 2nd or 3rd Line expert raises a call and opens the corresponding ticket, they take on the role of 1st Line support and therefore assume accountability for tickets opened by them.

Responsibilities include continuous tracking and monitoring status and progress of all unresolved tickets and initiating hierarchical escalation of delayed tickets to ensure successful completion of all requests within the defined and agreed timeframe.

Accountability of the Ticket Owner ends as soon as their assigned ticket is permanently closed.

Tasks

The following tasks are assigned to the role of a Ticket Owner:

• Tracking and monitoring status and progress of all assigned and unresolved tickets
• Initiating progress in case of inappropriate delays
• Interfering in case of “ticket bouncing”, i.e. responsibility (or blame) for a ticket being passed back and forth between different groups or persons
• Escalating overdue tickets to ensure the timely resolution

Skills, Experience & Knowledge

To be able to fulfill this role the following range of skills, experience & knowledge is required

• Ability to perform under stressful conditions
• Multitasking
• Friendly yet determined and confident manner
• Ability to resolve conflicts in a competent manner

Assignment

The role of the Ticket Owner is assigned for each newly opened (Incident or Service Request) ticket, usually within the 1st Line group.