Junior Help Desk Support

As a Junior Dispatcher/Help Desk Support at our company, you will play a crucial role in ensuring the smooth operation of our Help Desk team. Your main responsibilities will include monitoring the ticketing queue, gathering necessary information from ticket descriptions, and collaborating with managers to resolve issues promptly. Attention to detail, a sense of urgency, and effective communication skills are key for success in this role. - Monitor and manage the Help Desk ticket queue in platforms like Matrix42 and Jira Service Management. - Review ticket descriptions to extract relevant technical and contextual information. - Collaborate with managers and senior team members to escalate and resolve complex tickets. - Ensure proper assignment of tickets and follow up until resolution. - Maintain detailed logs and documentation related to incident handling and ticket status. - Communicate efficiently with end-users and technical teams to ensure high customer satisfaction. - Assist in creating reports on ticket trends and response times. Qualifications Required: - Bachelor's degree in Information Technology, Computer Science, or a related field. - 1-3 years of experience in a Help Desk or Service Desk environment. - Hands-on experience with Matrix42 and Jira Service Management is preferred. - Strong understanding of IT support workflows and ticket lifecycle management. - Excellent communication and interpersonal skills. - Ability to multitask and prioritize in a fast-paced environment. - Attention to detail and strong documentation practices. - Customer-centric mindset with a problem-solving attitude. Please note the additional details regarding the company's focus on SAP, educational path to becoming an SAP 1st-Level Service Consultant, assistance with smaller user-account issues, and adherence to specific guidelines and checklists. As a Junior Dispatcher/Help Desk Support at our company, you will play a crucial role in ensuring the smooth operation of our Help Desk team. Your main responsibilities will include monitoring the ticketing queue, gathering necessary information from ticket descriptions, and collaborating with managers to resolve issues promptly. Attention to detail, a sense of urgency, and effective communication skills are key for success in this role. - Monitor and manage the Help Desk ticket queue in platforms like Matrix42 and Jira Service Management. - Review ticket descriptions to extract relevant technical and contextual information. - Collaborate with managers and senior team members to escalate and resolve complex tickets. - Ensure proper assignment of tickets and follow up until resolution. - Maintain detailed logs and documentation related to incident handling and ticket status. - Communicate efficiently with end-users and technical teams to ensure high customer satisfaction. - Assist in creating reports on ticket trends and response times. Qualifications Required: - Bachelor's degree in Information Technology, Computer Science, or a related field. - 1-3 years of experience in a Help Desk or Service Desk environment. - Hands-on experience with Matrix42 and Jira Service Management is preferred. - Strong understanding of IT support workflows and ticket lifecycle management. - Excellent communication and interpersonal skills. - Ability to multitask and prioritize in a fast-paced environment. - Attention to detail and strong documentation practices. - Customer-centric mindset with a problem-solving attitude. Please note the additional details regarding the company's focus on SAP, educational path to becoming an SAP 1st-Level Service Consultant, assistance with smaller user-account issues, and adherence to specific guidelines and checklists.