IT Service Desk Dispatcher

5 days ago

Ho Chi Minh City, Vietnam ELCA Việt Nam Full time

**In this role**:
The IT Service Desk Dispatcher plays a pivotal role in optimizing the use of internal and field resources by efficiently dispatching daily service requests. This involves closely monitoring and managing incoming client requests through a ticketing system. Additionally, the dispatcher serves as the initial point of contact for basic analyst issues, providing first-level support, and then directing more complex matters to the suitable resource for resolution.
- Serve as the primary point of contact for clients, handling a diverse range of service requests.
- Preliminarily process incoming service requests, whether received through the ticketing system or direct input.
- Efficiently dispatch and route tickets to the appropriate internal or field resource for prompt resolution.
- Troubleshoot system and network problems, diagnosing and solving hardware or software faults
- Monitor Service Level Agreements (SLAs) to ensure timely ticket resolution, adhering to established metrics.
- Maintain proactive communication with clients, providing updates on incident progress and notifying them of planned changes or agreed-upon outages, ensuring transparency and client satisfaction.
- Collaborate with the service desk team to identify recurring issues and contribute to the development of solutions.
- Prioritize and escalate high-priority issues to ensure swift resolution and client satisfaction.
- Continuously update and maintain accurate records of service requests, resolutions, and other pertinent information.
- Participate in regular training sessions to stay abreast of technological advancements and enhance skill sets.
- Foster a positive and collaborative working environment by effectively communicating with team members and other departments.
- Implement and follow established processes and procedures to streamline service desk operations and enhance overall efficiency.

**About your profile**:

- You hold an IT certificate or other equivalent diploma and have at least 2 years of experience.
- Knowledge of Desktop operating systems: Linux, Windows Desktop, and Mac OS; User & Group Active Directory; Networking; Cloud Azure; VMware
- Good problem-solving, analytical and evaluative skills;
- Self-study and self-learning on new technology and willing to improve on technical skills;
- Having experience with databases (i.e. SQL, Oracle) would be a plus.
- Good reading skills in English are essential for the job.

**Your strengths include**:

- A service-oriented mind.
- Strong team spirit.
- An ability to adapt to different demands.
- An autonomy in work
- A high working discipline.

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