Helpdesk Support Dispatcher - MSP (WFH & Night Shift)

Overview:

• Ticket Handling: Receive and evaluate support tickets and client requests via phone and online systems.
• Prioritization: Generate, prioritize, and escalate tickets to relevant support teams.
• Communication: Interact with end-users to set expectations for support callbacks.
• Information Collection: Ensure tickets contain necessary details and gather additional information as required.
• Password Assistance: Help with password resets.
• Trend Analysis: Monitor and report recurring issues to supervisors.
• Tools: Utilize Microsoft Teams, Outlook, Autotask PSA, Datto RMM, and 3CX phone system.

Key Responsibilities:

• Answer support calls and log/triage tickets.
• Monitor and manage support desk queues.
• Assess and escalate tickets based on company SLAs.
• Ensure tickets are complete and gather additional details.
• Assist with password resets.
• Direct incidents to appropriate support teams.

Qualifications:

• Proficient in spoken and written English.
• Knowledge of Microsoft 365, and network terminology.
• Experience with Microsoft 365 products (Teams, Outlook).
• Previous experience in an IT Managed Service Provider or IT organization.
• Reliable high-speed internet and a private workspace.
• Experience with Datto RMM.
• Microsoft 365 Certifications.
• Experience supporting Microsoft desktop OS.

Job Requirements:

• Willingness to work long-term from home.
• Comfortable with a permanent night shift schedule.