Help Desk Analyst

Description

I am seeking a proactive and organized IT Dispatcher to come in and help while someone is out on leave. This would be a temporary remote role. As an IT Dispatcher, you will play a crucial role in managing incoming IT support tickets, prioritizing tasks, and distributing assignments to the technical support team. This role you will not be problem solving or troubleshooting. This position requires excellent communication skills, strong organizational abilities, and a keen attention to detail to ensure timely resolution of IT issues across the organization. If you are interested and available right away, I encourage you to apply.

Receive and assess incoming IT support tickets from various sources (phone, email, ticketing system).

Prioritize and categorize tickets based on urgency and impact on business operations.

Dispatch tickets to appropriate technical support staff or teams based on skill set, workload, and availability.

Monitor ticket progress and ensure timely resolution

Communicate with end-users to provide status updates, gather additional information, and ensure customer satisfaction.

Maintain accurate records of all tickets, including detailed notes and resolutions.

Requirements

Excellent organizational skills and the ability to prioritize tasks effectively.

Strong communication skills, both verbal and written, with the ability to interact professionally

Ability to work well under pressure in a fast-paced environment.

Familiarity with IT service management (ITSM) tools and ticketing systems.

Knowledge of basic IT concepts and terminology.

Problem-solving skills and a proactive approach to issue resolution.

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