L1 Network Engineer - night shift

The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests/incidents.
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Duties and Responsibilities
· Act as the single point of contact to the customer for all types of service requests/incidents.
· Pre-process service requests as they arrive through email, manual entry, or direct customer input
· Schedule internal technical resources on the Company dispatch portal.
· Monitor service requests/incidents to ensure prompt time entry on service requests
· Communication with customers as required: keeping them informed of incident/service ticket progress, notifying them of impending changes or agreed outages
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Additional Duties and Responsibilities:
· Improve customer service, perception, and satisfaction
· Fast turnaround of customer requests
· Ability to work in a team and communicate effectively
· Improve usage and increase productivity of IT support resources
· Escalate service requests that cannot be scheduled within agreed service levels
· Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager
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Shift Handover to Next Queue Manager
· For high number of repeated incidents, you need to relate the incidents with parent incident and cancel the duplicate incident by marking the parent ticket info.
· Need to discuss with TL/Shift lead for taking action against bouncing tickets

Skills required

· SLA Metric
· Process knowledge (IM/CM/PM/SR) – ITIL knowledge preferred
· Support Scope
· Escalation Matrix & Entire team contacts
· Incident Categorization
· Entire team Skill set Matrix
· Understanding the current Shift Roster & On call Resource
· Technology specific SME for Tech assistance
· Application Owners Contact & Queue Name

NO VISA SUPPORT, to apply you need to hold EU passport or resident card for Portugal.