Deskripsi Pekerjaan
Are you a seasoned IT professional with a knack for organization and rapid response? Scalable OS is looking for a dedicated Service Desk Engineer - Dispatcher to join our high-performing global team. In this critical role, you will serve as the primary point of contact for incoming technical incidents, ensuring that tickets are accurately categorized, prioritized, and routed to the correct technical teams.
This position is 100% remote and requires a night shift schedule, allowing you the comfort of working from home while supporting our global operations. We value technical aptitude, clear communication, and a proactive mindset. If you thrive in a fast-paced environment and are passionate about delivering exceptional IT service management, we want to hear from you.
Tanggung Jawab
- Act as the first point of contact for all incoming IT support requests via phone, email, and ticketing systems.
- Triage, categorize, and prioritize incidents based on urgency and business impact.
- Assign tickets to the appropriate engineering queues, ensuring SLA compliance for response times.
- Monitor the health of the IT service desk queue and perform proactive follow-ups on pending tickets.
- Communicate effectively with end-users to gather detailed information regarding technical issues.
- Maintain accurate documentation in the ITSM tool, ensuring transparency for the technical team.
- Assist in the creation and maintenance of dispatching workflows and standard operating procedures.
Kualifikasi
- Minimum 2+ years of experience in a Service Desk, Help Desk, or Dispatcher role.
- Strong understanding of ITIL frameworks and incident management processes.
- Proficiency with ITSM software (e.g., Jira Service Management, ServiceNow, Zendesk).
- Exceptional verbal and written communication skills in English.
- Ability to work independently in a permanent WFH environment with a stable internet connection.
- Must be available to work consistent night shift hours.
- Strong problem-solving skills and the ability to multitask in a high-pressure environment.