ELCA Informatique ★ 3.6

IT Service Desk Dispatcher
In this role
The IT Service Desk Dispatcher plays a pivotal role in optimizing the use of internal and field resources by efficiently dispatching daily service requests. This involves closely monitoring and managing incoming client requests through a ticketing system. Additionally, the dispatcher serves as the initial point of contact for basic analyst issues, providing first-level support, and then directing more complex matters to the suitable resource for resolution.
Serve as the primary point of contact for clients, handling a diverse range of service requests.
Preliminarily process incoming service requests, whether received through the ticketing system or direct input.
Efficiently dispatch and route tickets to the appropriate internal or field resource for prompt resolution.
Troubleshoot system and network problems, diagnosing and solving hardware or software faults
Monitor Service Level Agreements (SLAs) to ensure timely ticket resolution, adhering to established metrics.
Maintain proactive communication with clients, providing updates on incident progress and notifying them of planned changes or agreed-upon outages, ensuring transparency and client satisfaction.
Collaborate with the service desk team to identify recurring issues and contribute to the development of solutions.
Prioritize and escalate high-priority issues to ensure swift resolution and client satisfaction.
Continuously update and maintain accurate records of service requests, resolutions, and other pertinent information.
Participate in regular training sessions to stay abreast of technological advancements and enhance skill sets.
Foster a positive and collaborative working environment by effectively communicating with team members and other departments.
Implement and follow established processes and procedures to streamline service desk operations and enhance overall efficiency.

About your profile
You hold an IT certificate or other equivalent diploma and have at least 2 years of experience.
Knowledge of Desktop operating systems: Linux, Windows Desktop, and Mac OS; User & Group Active Directory; Networking; Cloud Azure; VMware
Good problem-solving, analytical and evaluative skills;
Self-study and self-learning on new technology and willing to improve on technical skills;
Having experience with databases (i.e. SQL, Oracle) would be a plus.
Good reading skills in English are essential for the job.
Your strengths include:
A service-oriented mind.
Strong team spirit.
An ability to adapt to different demands.
An autonomy in work
A high working discipline.