Service Desk Dispatcher - Night Shift Job

Position: Service Desk Dispatcher - Night Shift

Who We Are

GeekTek is a technology services firm with its headquarters in Los Angeles and branch offices in Toronto, ON, and Hyderabad, India. Geekteks services span a variety of industries, including manufacturing, entertainment, retail, non-profits, and even art galleries. The talented team of more than forty members provides services such as on-site client service, remote managed IT services, managed security services. In addition, GeekTek is the leading IT provider and technology thought leader in the cannabis industry and has entered the cannabis industry as an ancillary business. We are a friendly and upbeat company with great communication between the locations and teams.

Who You Are

This position will be located in Hyderabad, India, but you will be working closely with the team in the United States through video chat, instant messaging, e-mail, phone, and through our software. It is important that you have excellent communication skills in English, both written and oral. We are a fast-paced company that is expanding rapidly and we are seeking team members who will share our vision for the future and work collaboratively in order to accomplish GeekTeks goals. We pride ourselves on providing superior service to our clients, which includes having attention to detail, following the processes in place, and being able to adapt to a variety of situations.

The ideal team member joining GeekTek should have PERFECT communication skills in English, be flexible to work at night, be open to rotational work shifts and be a team player. High productivity and critical thinking are qualities that will help you succeed at GeekTek.

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:

• • • Answer client incoming calls and respond to their emails.
    • Ask questions to determine the nature of the problem. Probe and gather the required relevant information.
    • Create, categorize, document, and assign the ticket to appropriate technicians or teams.
    • Resolve basic technical issues related to account passwords, computer O/S or applications, printers, etc
    • Follow up with the clients to confirm the resolution of the issue.
  
  

Mandatory Skills:

• • Excellent communication skills (at least 2 years of on-call experience with US clients).
  • Expert in Ticketing system for the help desk. (at least 2 years of ticket handling experience on any ticket management software preferably ConnectWise)
  • Ability to quickly learn and adapt to the Company’s Service Desk process workflow.
  • Experience as a Service Desk Analyst in a Service Desk environment.
  • Solid understanding of contractual goals and Service Level Agreements (SLAs)
  • Active Directory, Outlook troubleshooting, Network troubleshooting, Windows Troubleshooting