Service Desk Dispatcher (International Technical Support)

Service Desk Dispatcher - Night Shift Job

Who We Are:

Base8 provides technology and business consulting services to companies throughout the US and Canada. We like to work with businesses that are serious about scaling, risk management, and developing mature processes ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner.

Who You Are:

This position will be in Hyderabad WFO/Hybrid, India but you will be working closely with the team in the United States through video chat, instant messaging, e-mail, phone, and through our software. It is important that you have excellent communication skills in English, both written and oral. We are a fast-paced company that is expanding rapidly, and we are seeking team members who will share our vision for the future and work collaboratively to accomplish Base8 goals. We pride ourselves on providing superior service to our clients, which includes having attention to detail, following the processes in place, and being able to adapt to a variety of situations.

NOTE: We are looking only candidates from South India can relocate Hyderabad.

A Service Desk Dispatcher is a key role in an IT support environment, ensuring the smooth allocation of incoming service requests or incidents to the right personnel. The responsibilities vary depending on the organization's size and structure, but here are the key duties of a Service Desk Dispatcher:

1. Ticket Management:

• Logging and Prioritizing: Ensuring all incoming service requests, incidents, or issues are logged accurately 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 them effectively.
• Technical Skills: Should have experience in O365, Active Directory, Outlook troubleshooting, Network troubleshooting, Windows Troubleshooting. Ticketing tool (Service now).

2. Routing and Escalating Requests:

• Dispatching Tickets: Ensuring tickets are directed 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, management, or specialized teams.

3. Communication:

• User Interaction: Communicating with users to gather relevant information regarding their issues and keeping them updated on ticket status.
• Status Updates: Providing users with regular updates on the progress of their incidents or requests.

4. Managing Service Level Agreements (SLAs):

• Monitoring SLAs: Ensuring that response and resolution times align with predefined Service Level Agreements.
• Tracking Time: Keeping track of the time spent on each ticket and ensuring that issues are addressed within the required timelines.

5. Resource Allocation:

• Optimizing Resource Use: Ensuring that technicians and resources are utilized efficiently by managing the workload across the team.
• Balancing Workload: Distributing tickets evenly across support staff, considering their expertise, availability, and current workload.

6. Incident Resolution Support:

• First-Level Support: In some environments, the dispatcher may also provide first-level troubleshooting before dispatching the ticket, particularly for common or known issues.
• Basic Problem Diagnosis: Assisting in basic troubleshooting steps before deciding if escalation or assignment to an advanced team is necessary.

7. Reporting:

• Reporting Trends: Identifying recurring issues or patterns from service requests and incidents and generating reports for improvement.
• Monitoring and Analyzing: Tracking ticket trends and service performance metrics to ensure efficient operations.

8. Documentation and Knowledge Management:

• Knowledge Sharing: Ensuring that tickets are documented well so that useful information can be added to the knowledge base for future use.
• Updating Knowledge Base: Contributing to the knowledge repository to help resolve future incidents faster.

9. Quality Assurance:

• Ensuring Service Quality: Ensuring that incidents are handled properly and that service desk processes are adhered to, maintaining the standard of support.
• Feedback Collection: Collecting feedback from users about the support service and making necessary improvements.

10. Coordination with Other Teams:

• Collaboration: Coordinating between the service desk team, technical support, and other business departments to ensure seamless operations.
• Problem Management: Collaborating with problem management teams to analyze and resolve underlying causes of recurring incidents.

11. Continuous Improvement:

• Process Improvements: Identifying areas for improvement within the dispatch process or overall service desk operations.
• Training: Assisting in training new service desk agents or dispatchers to ensure smooth operations.

Skills and Qualities of a Service Desk Dispatcher:

• Strong Communication: Both verbal and written communication skills must have worked with International Clients for interacting with users and support teams.
• Problem-Solving: Ability to identify and prioritize the right resources for resolving issues quickly.
• Time Management: Managing multiple tickets and requests simultaneously.
• Technical Knowledge: Understanding of IT systems, networks, and support processes to allocate requests effectively.
• Organizational Skills: Strong attention to detail and ability to handle complex situations in a systematic way.