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.