This position is for full time employment in our office in Hyderabad, India. Daily work schedule will be Monday-Friday from 9:00AM-6:00PM EST (equivalent to IST, subject to daylight savings) 

Summary:

The Helpdesk Dispatcher responsibilities includes answering phone, emails, and first level of triaging information and requests for service and issues related to computer desktop, Network, Systems support, technical solutions services, telecommunications support, and assigning appropriate resource based on availabilities. Review ConnectWise Ticketing System tickets to ensure they are completed in timely manner.

This position is for someone who not only wants to continue learning but does well being put in different situations and presented with new challenges on a regular basis. We are a Managed Services company which will allow the proper candidate to have access to cutting edge technologies and projects. There are also very rewarding incentive programs designed to encourage growth and advancement through learning new technologies or achieving new certifications. We provide extensive hands-on training and mentoring in the technical issues, our methods and standards.

• Primary Responsibilities: 
  • Primary contact to clients for all IT related requests.
  • Answering phones, create and dispatch service requests.
  • Review ConnectWise Ticketing System boards to ensure old tickets are addressed.
  • Alerting management when necessary for priority and critical issues.
  • Maintain documentation for all Technical Services and end user processes and procedures.
  • Ability to work in a fast-paced environment.
  • Provide white-glove level of service
  • Follow-up with clients for feedback on service satisfactory.
  Qualifications :
  • Excellent English communication, active listening and customer-care.
  • Ability to work in a team and communicate effectively.
  • Ability to multi-task and adapt to changes.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Service awareness of all organizations key services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide services.
  • Typing skills to ensure quick and accurate entry of service request details.
  Desired skills: 
  • 1 year of IT or customer service experience.
  Education Requirements :
  • Associates degree or higher, preferably in computer science, business administration or a related field.

About Us:

Big Idea Technology is a fast-growing and profitable outsourced IT management company. Our clients entrust their IT infrastructure to us and rely on the passion and skill of our team to guide them to the best solutions for their business needs, and to keep them running in the most efficient and productive manner. Clients are located primarily in the New York Metro area, with remote offices across the country and around the world.