IT service desk dispatcher

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.

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.
Implement and follow established processes and procedures to streamline service desk operations and enhance overall efficiency.
Prioritize and escalate high- priority issues to ensure swift resolution and client satisfaction.
Efficiently dispatch and route tickets to the appropriate internal or field resource for prompt resolution.
Monitor Service Level Agreements (SLAs) to ensure timely ticket resolution, adhering to established metrics.
Participate in regular training sessions to stay abreast of technological advancements and enhance skill sets.
Troubleshoot system and network problems, diagnosing and solving hardware or software faults
Serve as the primary point of contact for clients, handling a diverse range of service requests.
Continuously update and maintain accurate records of service requests, resolutions, and other pertinent information.
Foster a positive and collaborative working environment by effectively communicating with team members and other departments.
Collaborate with the service desk team to identify recurring issues and contribute to the development of solutions.
Preliminarily process incoming service requests, whether received through the ticketing system or direct input.

Yêu cầu công việc

Good problem- solving, analytical and evaluative skills;
Knowledge of Desktop operating systems: Linux, Windows Desktop, and Mac OS; User & Group Active Directory; Networking; Cloud Azure; VMware
You hold an IT certificate or other equivalent diploma and have at least 2 years of experience.
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:

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

ELCA is growing fast with many new and great projects. We provide a supportive workplace and opportunities to unlock your potential:

Good work- life balance
Opportunities for travel to Europe
Structured training & development roadmap
Hybrid home/ office working model
Attractive salary
Flexible working time
Professional European- based company
Performance bonus of up to 4 months‘ salary
Premium healthcare insurance
Annual company trips and team- building events

For more information, please visit our website at:

Cập nhật gần nhất lúc: 2023-12-16 20:35:29