IT Dispatcher

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:

• Bachelor 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, Schedule and Setup:

• 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.