Join Asygma, a leading IT services provider and Microsoft cloud-focused company, and be at the forefront of technology developments. We excel at migrating legacy infrastructure to the cloud for our clients, as well as taking care of cloud-native companies. We are always on the lookout for talented individuals who believe they can make a difference.
At Asygma, you'll join a dynamic, enthusiastic, and diverse team where your voice will be heard. Share ideas and thoughts, be inspired and inspire others, and have great career projection. We value innovation, creativity, and a passion for staying ahead of the curve. If you're ready to take your career to the next level and make a real impact, apply to join our team today!
Helpdesk Dispatcher/Manager
The Helpdesk Dispatcher/Manager plays a crucial role in the efficient operation of the helpdesk team, ensuring high standards of service quality and customer satisfaction. This role serves as the central hub for ticket management, overseeing the allocation and prioritisation of tasks to technicians based on their skills and availability. The dispatcher/manager is responsible for maintaining clear and concise communication both within the team and with customers, ensuring all interactions are professional and understandable.
Key Responsibilities:
• Triage, inbound calls, prioritise, and assign tickets; monitor ticket progress; ensure accurate and timely documentation and updates.
• Create and manage technician schedules, including holidays; arrange customer meetings and consultations.
• Conduct daily morning meetings for knowledge sharing; ensure clear and professional communication; maintain high standards in ticket documentation.
• Shadow technicians, review call recordings, monitor helpdesk metrics, and conduct performance reviews to drive quality and efficiency.
• Train new staff, provide ongoing training opportunities, track certifications, and support professional growth.
• Develop and document procedures, review and improve existing documentation, learn from ticket reviews, and implement solutions for recurring problems.
• Follow up with customers after ticket closure to gather feedback and ensure issues are fully resolved.
• Perfect English. Ideally a native English speaker
• Proven experience working for a MSP
• Proven experience managing people
• ITIL/ITSM certification
Beneficial skills to also have
Beneficial skills to also have
Beneficial skills to also have
• Microsoft 365 certifications, such as Microsoft 365 Certified: Fundamentals, Microsoft 365 Certified: Modern Desktop Administrator Associate, or Microsoft 365 Certified: Enterprise Administrator Expert.