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ElevenX Capital
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IT Ticket Support

IT Ticket Support

ElevenX Capital

1 - 4 years

4 - 6 Lacs

gurugram

Posted:4 weeks ago| Platform:

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Skills Required

ticket freshdesk ticketing ticketing tools dispatch zendesk jira

Work Mode

Work from Office

Job Type

Full Time

Job Description

Ticket Dispatcher Support (EST Shift)

Role Summary

Monitor, classify, and route incoming support tickets. Maintain SLA flow, ensure clear customer communication, and close basic issues through documented SOPs.

Required Skills

1 to 3 years in support, service desk, or triage/dispatch functions.
Strong spoken and written communication.
Mandatory
EST shift
availability.
Experience with ticketing tools (Zendesk, Freshdesk, Jira, etc.).
Attention to detail and strong prioritization.

Responsibilities

1. Ticket Intake & Classification

Monitor support queues continuously.
Validate inputs (screenshots, steps, urgency) before assigning.
Classify tickets by severity, type, and functional area.

2. Dispatch & Coordination

Route tickets to the correct engineer or team.
Balance load across queues.
Follow up on aging/stuck tickets and remove blockers.
Provide structured shift-change handovers.

3. Customer Communication

Send timely acknowledgments.
Provide periodic status updates.
Maintain concise, professional communication at all times.

4. First-Touch Resolution

Handle basic troubleshooting using SOPs (login, access, browser, permissions, configuration).
Close Level 0/Level 1 issues independently.

5. Escalation Hygiene

Escalate tickets with complete context, reproduction steps, and impact notes.
Flag recurring issues and patterns.

6. Reporting

Maintain daily dispatch logs.
Track SLAs, escalations, and backlog.
Highlight bottlenecks proactively.

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