Help Desk Triage / Technical Service Dispatcher

This job posting was marked by employer as filled and is probably no longer available
Company Name AlphaKOR
Location Windsor, Canada
Date Posted April 26, 2018
Category Information Technology, Communications and Entertainment
Job Type Full-Time


Position Description:
The ideal candidate will be looking for a junior level technical support position that requires gathering information from end users, providing technical triage at a basic level, initiating service tickets, maintaining maximum utilization of resources through the dispatch of service requests, ensuring timely follow-up and closure of tickets, and providing exemplary service to our clients.

Main Responsibilities:
• Act as the first point of contact for our client’s service requests
• Gather and analyze information about the client’s issue and determine the best way to resolve their concern
• Provide basic technical support and troubleshooting
• Record, track, and document the help desk request problem-solving process through to resolution
• Provide timely updates to clients and internal technical staff during the resolution process
• Coordinate schedules of technical staff to ensure maximum utilization of resources
• Prioritize service tickets according to urgency and importance, utilizing a predefined escalation process

• Desire to provide outstanding customer service to our clients
• Ability to troubleshoot basic hardware/software issues, and determine appropriate resources needed for resolution
• Ability to work in a fast paced, customer service driven, team environment
• Ability to communicate effectively with clients, vendors, and internal staff
• College diploma in business administration, office administration or computer systems, or equivalent experience

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