IT Service Desk

Zog is growing, and we're looking for someone like you! Come join our relationship-obsessed customer service team at our Hamilton, NJ location.

The Help Desk Dispatcher is responsible for intake or pickup of customer equipment, triaging the equipment or preparing it for remote on-the-spot diagnosis, collecting customer information, and assigning the appropriate Tier 1 and Tier 2 support personnel. This is a non-technical role that involves frequent communication with customers, peers, and vendors.

Service Desk Dispatcher Job Duties:

 Primary responsibility is collection of customer equipment and identification and triage of customer issues, not direct technical support.

 Single point of contact to the customers and employees for all retail service requests.

 Responsible for triaging and assigning the requests to appropriate technical resource(s).

 Responsible for shipping and receiving customer equipment

 Responsible for transporting equipment to and from customer locations

 Responsible for collecting information by listening and asking relevant questions to determine types of calls, ticket priority levels and triage criteria.

 Ensure tickets are efficiently assigned by monitoring resource schedules for availability and capability to work tickets.

 Communicate with customers as required via phone or ticketing system; keep customer informed of ticket progress.

 Provide clear information to IT personnel.

 Review tickets for proper ticket management.

 Process all tickets within SLA guidelines and follow procedural requirements

 Call back clients when voice mails are left

 Performs other duties as assigned.

Skills/Qualifications:

 Attention to detail.

 Adaptability in a fast-paced environment

 Comfortable communicating with both internal and external customers.

 Basic IT knowledge and understanding of IT terms.

 Proven ability working with a ticketing system or in a help desk environment.

 Excellent communication skills, both verbal and written.

 Exceptional customer service skills.

 Proficient problem-solving skills.

 Excellent organizational skills.

 Ability to prioritize multiple tasks.

 Ablility to handle customer information with confidentiality.

 Proficient with computers to include the utilization of Microsoft programs such as Word, Outlook

 Ability to work in a team environment.

 Minimum typing speed of 50 words per minute

Education and Experience

 High School Diploma or GED

 Associates degree of equivalent education and/or relevant work experience required

 required

Physical Requirements

 Primarily sitting with some walking, standing, and bending.

 Able to hear and speak into a telephone.

 Close visual work on a computer terminal.

 Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.

 Able to lift and carry up to 50lbs.

 Work in office required

 Valid Driver’s License and/or reliable means of transportation required

 Must be comfortable working in a detailed, variable, and fast-paced environment

Job Types: Full-time, Permanent

Pay: $15.50 - $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekdays

Experience:

• Customer Service/Help Desk: 1 year (Required)

Ability to Commute:

• Hamilton, NJ 08619 (Required)

Ability to Relocate:

• Hamilton, NJ 08619: Relocate before starting work (Preferred)

Work Location: In person

Salary : $16 - $17