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Service Desk Dispatcher

3 months ago

Hyderabad, India Base8 Full time

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, 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.

Primary responsibilities:

oAnswer client incoming calls and respond to their emails.

oAsk questions to determine the nature of the problem. Probe and gather the required relevant information.

oCreate, categorize, document, and assign the ticket to appropriate technicians or teams.

oResolve basic technical issues related to account passwords, computer O/S or applications, printers, etc

oFollow up with the clients to confirm the resolution of the issue.

Mandatory Skills:

oExcellent communication skills (at least 2 years of on-call experience with US clients).

oExpert in ticketing system for the help desk. (at least 2 years of ticket handling experience on any ticket management software preferably ConnectWise)

oAbility to quickly learn and adapt to the Company's Service Desk process workflow.

oExperience as a Service Desk Analyst in a Service Desk environment.

oSolid understanding of contractual goals and Service Level Agreements (SLAs)

oActive Directory, Outlook troubleshooting, Network troubleshooting, Windows Troubleshooting

Note: We are looking candidate those residence/ Native is Hyderabad