Service Desk Dispatcher (International voice process)

As a Service Desk Dispatcher at Base8, you will play a crucial role in the IT support environment by ensuring the smooth allocation of incoming service requests or incidents to the appropriate personnel. Your 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 or incident for proper routing. - Prioritizing: Determining the urgency and impact of each request to prioritize effectively. - Technical Skills: Proficiency in O365, Active Directory, Outlook troubleshooting, Network troubleshooting, Windows Troubleshooting, and ticketing tools such as ServiceNow. - **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 require escalation 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 Service Level Agreements. - Tracking Time: Monitoring the time spent on each ticket to address issues within required timelines. - **Resource Allocation:** - Optimizing Resource Use: Efficiently managing technicians and resources workload allocation. - Balancing Workload: Distributing tickets evenly across support staff based on expertise, availability, and workload. - **Incident Resolution Support:** - First-Level Support: Providing initial troubleshooting before ticket dispatch, especially for common issues. - Basic Problem Diagnosis: Assisting in basic troubleshooting before escalating to advanced teams. - **Reporting:** - Reporting Trends: Identifying recurring issues and generating reports for improvement. - Monitoring and Analyzing: Tracking ticket trends and service performance metrics for operational efficiency. - **Documentation and Knowledge Management:** - Knowledge Sharing: Documenting tickets for future reference in the knowledge base. - Updating Knowledge Base: Contributing to the knowledge repository for faster incident resolution. - **Quality Assurance:** - Ensuring Service Quality: Maintaining support standard and proper handling of incidents. - Feedback Collection: Gathering user feedback for service improvements. - **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 enhancement. - Training: Assisting in training new service desk agents for operational smoothness. Your role requires strong communication skills, problem-solving abilities, time management, technical knowledge, and organizational skills. You will interact with international clients, prioritize resources efficiently, manage multiple tasks simultaneously, and handle complex situations systematically.,