Share Email Opening Title IT Service Desk Dispatcher   Description POSITION SUMMARY: BASIC FUNCTION The Help Desk Dispatcher is responsible for reviewing, validating, triaging and assigning incident and service request tickets to Tier 1 and Tier 2 support personnel. This is a non-technical role and involves frequent communication with customers, peers, and vendors.   The Help Desk Dispatcher supports a team of Network Operation Center technicians by delivering non-technical support and is responsible for reviewing, validating, triaging and assigning tickets to Network Operation Center technicians. This position is in frequent communication with customers, peers, and vendors.   ESSENTIAL DUTIES & RESPONSIBILITIES Primary responsibility is overall resource coordination, not direct technical support. Single point of contact to the customers and employees for all service requests. Responsible for triaging and assigning the requests to appropriate groups. 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 quality control. Process all tickets within SLA guidelines and follow procedural requirements Performs other duties as assigned. Critical incident management; initiating call bridges, managing critical incidents KNOWLEDGE, SKILLS & ABILITIES 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. Ability to follow handling plans. Excellent organizational skills. Must be detail oriented. Ability to multi-task. Technical awareness: ability to match resources to technical issues appropriately. Proficient typing skills to ensure quick and accurate entry of ticket request details. Able to be highly confidential. Proficient with computers to include the utilization of Microsoft programs such as Word, Excel, Power Point and Outlook. Ability to work in a team environment. Manages stress and/or fast pace effectively.   EDUCATION & EXPERIENCE High School Diploma or GED required. Associates degree or equivalent education and/or relevant work experience required. 1-2 years of hands-on IT and help desk experience required.   Position Requirements 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 20lbs. Able to climb a ladder and work on a raised platform.   WORK CONDITIONS Example: Standard office; Data Center environment with varying temperatures and loud noises; extensive daily usage of workstation or computer. SPECIAL REQUIREMENTS Must work on-site; no telecommuting permitted. Must be comfortable working in a highly critical, fast paced environment with shifting priorities Must possess a current, valid state-issued driver’s license.   Shift Days   Exempt/Non-Exempt   Position IT Services Desk Dispatcher   Number of Openings 1   Exempt/Non-Exempt Non-Exempt   Hiring Manager(s)   Location NTT Global Data Centers Americas, Inc., Garland   About the Organization Global Data Centers is a division of NTT Ltd. and incorporates DPA, e-shelter, Gyron, Netmagic, NTT Indonesia Nexcenter, RagingWire and other NTT Communications group Data Center divisions. Our combined global platform is one of the largest in the world, with over 140 data centers spanning more than 20 countries and regions including North America, Europe, Africa and APAC. As a neutral operator, we offer access to multiple cloud providers, a large variety of Internet Exchanges and telecommunication network providers including our own IPv6 compliant, tier-one global IP network. Our clients benefit from tailored infrastructure and experience consistent best practices in design and operations across all of our highly reliable, scalable, and customizable data centers. NTT Global Data Centers Americas, Inc. is an Equal Opportunity Employer and maintains a drug-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex, national origin, ancestry, physical or mental disability, medical condition, genetic information/characteristics, marital status/registered domestic partner status, age, sexual orientation, military or veteran status or any other basis protected by federal, state, or local law or ordinance or regulation. All applicants for employment will be subject to pre-employment drug testing, a criminal background check and education/employment verification. Additionally, some positions require a review of driving records, credit checks, and/or successful completion of the federal governments 'Public Trust' background screening.   EOE Statement NTT Global Data Centers Americas, Inc. is an Equal Opportunity Employer and maintains a drug-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex, national origin, ancestry, physical or mental disability, medical condition, genetic information and characteristics, marital status and registered domestic partner status, age, sexual orientation, military or veteran status or any other basis protected by federal, state, or local law or ordinance or regulation.   This position is currently not accepting applications. To search for an open position, please go to http://RagingWire.appone.com

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