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IT Dispatcher
CloudConsoleMakati, Metropolitan Manila Area, Philippines30+ days ago
Job descriptionBachelor and #x27;s degree in Information Technology, Computer Science, or related field. At least 2 years of experience in desktop support, dispatching, or a related role. Some background experience with desktop hardware and software, as well as troubleshooting will be an advantage. Excellent problem-solving skills, with experience in incident management and ticketing systems. Strong and effective communication skills, both verbal and written, to effectively interact with end users and technical teams. Ability to work under pressure, multitask, and meet tight deadlines. Detail-oriented with excellent organizational skills. Familiarity with ConnectWise Manage and Ring Central is a plus Work shift will be on a night shift (8 : 00 a.m. through 5 : 00 p.m. Central Standard Time) Monday through Friday. US morning hours Will be doing hybrid setup with onsite work of per need basis.
Duties and amp; Responsibilities :
- Manage and respond to incoming calls for technical support requests and incidents from end users.
- Perform triage to assess the severity and nature of reported incidents.
- Prioritize and escalate tickets based on urgency and impact.
- Provide timely and effective resolution of desktop issues within agreed service level agreements (SLAs).
- Accurately document all incidents, actions taken, and resolutions in the ticketing system.
- Monitor and track incident progress to ensure timely follow-up and closure.
- Collaborate with team members to continuously improve triage and dispatch processes.
- Stay updated with the latest technology trends and best practices in desktop support.
Qualification :
Work Shift, Schedule and Setup :
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Dispatcher • Makati, Metropolitan Manila Area, Philippines