Help Desk Triage / Technical Service Dispatcher

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Company Name AlphaKOR
Location Windsor, Canada
Date Posted April 26, 2018
Category Information Technology, Communications and Entertainment
Job Type Full-Time

Description

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

Requirements:
• 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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