Job Summary:
As a Dispatcher, you will be the first point of contact for clients reporting any technical issues. Your primary responsibility will be to appropriately respond to and handle the issues reported on calls or through email by US-based clients, gather and document all the required information. You will categorize issues and coordinate with the respective teams for resolution. Finally, follow up with the client to ensure the issue is resolved.
Primary responsibilities:
o Answer client incoming calls and respond to their emails.
o Ask questions to determine the nature of the problem. Probe and gather the required relevant information.
o Create, categorize, document, and assign the ticket to appropriate technicians or teams.
o Resolve basic technical issues related to account passwords, computer O/S or applications, printers, etc
o Follow up with the clients to confirm the resolution of the issue.
Mandatory Skills:
o Excellent communication skills (at least 2 years of on-call experience with US clients).
o Expert in ticketing system for the help desk. (at least 2 years of ticket handling experience on any ticket management software preferably Connect Wise)
o Ability to quickly learn and adapt to the Company’s Service Desk process workflow.
o Experience as a Service Desk Analyst in a Service Desk environment.
o Solid understanding of contractual goals and Service Level Agreements (SLAs)
o Active Directory, Outlook troubleshooting, Network troubleshooting, Windows Troubleshooting
GeekTek is a leading international technology and security firm that designs, manages and scales customized IT solutions for fast-growing companies
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