Service Desk Dispatcher

As a Service Desk Dispatcher at Base8, you will play a crucial role in ensuring the smooth allocation of incoming service requests or incidents to the right personnel. Your primary responsibilities will include: - Ticket Management: - Logging and Prioritizing: Accurately logging all incoming service requests, incidents, or issues in the service management system. - Categorizing: Assigning appropriate categories to each request for proper routing. - Prioritizing: Determining urgency and impact of each request to prioritize effectively. - Technical Skills: Experience in O365, Active Directory, Outlook troubleshooting, Network troubleshooting, Windows Troubleshooting, and ticketing tools (Service now). - Routing and Escalating Requests: - Dispatching Tickets: Directing tickets to the correct IT support teams or technicians based on their expertise. - Escalation: Identifying complex issues that need to be escalated to higher-level support or specialized teams. - Communication: - User Interaction: Gathering relevant information from users regarding their issues and providing regular updates on ticket status. - Status Updates: Keeping users informed about the progress of their incidents or requests. - Managing Service Level Agreements (SLAs): - Monitoring SLAs: Ensuring response and resolution times align with predefined SLAs. - Tracking Time: Keeping track of time spent on each ticket to address issues within required timelines. - Resource Allocation: - Optimizing Resource Use: Managing workload across the team to efficiently utilize technicians and resources. - Balancing Workload: Distributing tickets evenly among support staff based on expertise, availability, and workload. - Incident Resolution Support: - First-Level Support: Providing first-level troubleshooting before dispatching the ticket for common or known issues. - Basic Problem Diagnosis: Assisting in basic troubleshooting steps before escalating to advanced teams. - Reporting: - Reporting Trends: Identifying recurring issues from service requests and incidents to generate reports for improvement. - Monitoring and Analyzing: Tracking ticket trends and service performance metrics for efficient operations. - Documentation and Knowledge Management: - Knowledge Sharing: Ensuring tickets are well-documented to add useful information to the knowledge base. - Updating Knowledge Base: Contributing to the knowledge repository for faster incident resolution. - Quality Assurance: - Ensuring Service Quality: Handling incidents properly and adhering to service desk processes to maintain support standards. - Feedback Collection: Collecting user feedback for service improvement. - Coordination with Other Teams: - Collaboration: Coordinating between service desk, technical support, and other departments for seamless operations. - Problem Management: Collaborating with problem management teams to resolve underlying causes of incidents. - Continuous Improvement: - Process Improvements: Identifying areas for dispatch process improvement or overall service desk operations. - Training: Assisting in training new service desk agents for smooth operations. To excel in this role, you should possess strong communication skills, problem-solving abilities, time management skills, technical knowledge, and organizational skills. Your experience with international clients will be valuable for interacting with users and support teams effectively.,