Help Desk Support Specialist

2 days ago

Hyderabad, Telangana, India beBeeDispatcher Full time ₹ 45,00,000 - ₹ 80,00,000
Job Description

The Service Desk Dispatcher plays a pivotal role in maximizing efficiency by triaging and dispatching service requests. The dispatcher assigns engineers, coordinates support teams, and schedules remote or onsite services based on urgency and SLAs.

Main Responsibilities
  • Triage incidents and service requests by aligning them with industry standards for summary and description.
  • Evaluate and assign incident priority, then assign it to the appropriate team.
Key Tasks
  1. Coordinate IT support teams to optimize billable resource utilization.
  2. Schedule remote and onsite technical resources in schedules to ensure timely entry on service requests.
  3. Increase productivity and effective use of IT support resources.
  4. Escalate service requests that cannot be scheduled within agreed service levels.
Ticket Management
  • Assist in managing ticket lifecycle to ensure timely scheduling and prevent stagnation.
  • Record all work as service tickets.
Quality Control
  • Review completed tickets to verify compliance with quality standards.
  • Report IT support resource utilization and successful request completions.
QualificationsExperience
  • Understanding of IT service management principles.
  • Experience with ConnectWise Manage ticketing system.
  • Familiarity with IT support terminology.
Technical Skills
  • BASIC KNOWLEDGE OF COMPUTERS AND OPERATING SYSTEMS.
  • TECHNICAL AWARENESS INCLUDING ABILITY TO ALIGN RESOURCES WITH APPROPRIATE TECHNICAL ISSUES.
  • FAMILIARITY WITH KEY IT SERVICES PROVIDED AND THEIR SUPPORT REQUIREMENTS.
  • UNDERSTANDING OF SUPPORT TOOLS TECHNIQUES AND ROLE OF TECHNOLOGY IN DELIVERING IT SERVICES.
  • ACCURATE AND FAST TYPING SKILLS FOR SERVICE REQUEST ENTRIES.
Soft Skills
  • ABILITY TO MULTITASK AND QUICKLY ADAPT TO CHANGING SITUATIONS.
  • SELF-MOTIVATED AND ABLE TO WORK EFFECTIVELY IN A FAST-PACED ENVIRONMENT.
  • STRONG FOCUS ON CUSTOMER SERVICE BRINGING A SENSE OF HOSPITALITY TO EACH SUPPORT INTERACTION.
  • ACTION LISTENING SKILLS TO READ BETWEEN THE LINES IN ORDER TO TRULY UNDERSTAND THE CLIENT'S NEED.
  • TIME MANAGEMENT SKILLS MAINTAINING ORGANIZATION DURING HIGH-DEMAND PERIODS.
  • PROFESSIONAL WRITTEN AND VERBAL COMMUNICATION SKILLS.
  • ABILITY TO WORK EFFECTIVELY IN A TEAM ENVIRONMENT ACROSS TIME ZONES.

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