Help Desk Dispatcher - Proven IT : Job Details

The Help Desk Dispatcher is responsible for assisting with various managed IT support functions. This is the basic level of customer support and providing dispatch assistants for the MNS department. The Help Desk Dispatcher is a generalist with some understanding of the hardware, software and systems. Responsibilities. Manage inbound and outbound calls in a timely manner. Creating support tickets within our ticketing system. Update existing client information. Follow up on customer calls when necessary. Route calls to appropriate resource. Identify and escalate priority issues. De-escalate situations involving dissatisfied customers, offering patient assistance and support. Working with Team Leads to assign support tickets to engineers. Resolve low level customer issues. Dispatching engineers on site for support related issues. Contacting clients for on-site work prior to dispatching techs. Ensure that the response of help desk ticket items occurs, that it is timely, and that all tasks...Help Desk, Dispatcher, Dispatch, Financial Advisor, Customer Experience, Help, Technology, Driver