XO team is hiring a
Service Desk Dispatcher

Summary

The job is for a Help Desk Analyst based in Hyderabad, India, working with the US team remotely. The position requires excellent English communication skills, experience with ticketing systems, and knowledge of various troubleshooting areas such as Active Directory, Outlook, Network, and Windows.

Requirements

• Excellent communication skills (at least 2 years of on-call experience with US clients)
• Expert in ticketing system for the help desk. (at least 2 years of ticket handling experience on any ticket management software preferably ConnectWise)
• Ability to quickly learn and adapt to the Company’s Service Desk process workflow
• Experience as a Service Desk Analyst in a Service Desk environment
• Solid understanding of contractual goals and Service Level Agreements (SLAs)
• Active Directory, Outlook troubleshooting, Network troubleshooting, Windows Troubleshooting

Responsibilities

• Answer client incoming calls and respond to their emails
• Ask questions to determine the nature of the problem
• Create, categorize, document, and assign the ticket to appropriate technicians or teams
• Resolve basic technical issues related to account passwords, computer O/S or applications, printers, etc
• Follow up with the clients to confirm the resolution of the issue