Job Details

ID #45964445
Estado Arizona
Ciudad Yuma
Tipo de trabajo Full-time
Salario USD $13-$20 per hour based on experience 13-20 per hour based on experience
Fuente Arizona
Showed 2022-09-24
Fecha 2022-09-23
Fecha tope 2022-11-22
Categoría Admin/oficina
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Dispatcher

Arizona, Yuma, 85364 Yuma USA

Vacancy caducado!

Dream Job- Work from the Comfort of your Home

Health Insurance,401k, Work Phone, Laptop are provided!

SERVICE DESK DISPATCHER: Work From Home (7am-4pm PST)

We are currently looking for an experienced Service Desk Dispatcher to join our team!

Fusion Factor IT Services is a managed IT services provider that has been delivering outstanding results for clients across the legal, medical, manufacturing, non-profit, professional services and other industries for over 16 years.

The Service Desk Dispatcher is responsible for all inbound user service requests; coordinating dispatch of technicians for user issues requiring on-site resolution; and organizing technician schedules for all Service Desk and NOC staff.

The Service Desk Dispatcher will be responsible for communicating directly with Fusion Factor customers, who are the users of the service, and are requesting service regarding issues via phone, email or customer portal.  It is the Dispatcher's responsibility to ensure that all incidents, issues, and/or problems are logged, and contain all necessary information for a technician to resolve the user’s service issue and can assign the ticket to the proper technician who is qualified to remediate the support issue.

RESPONSIBILITIES INCLUDE THE FOLLOWING:

A point of contact to the customer for all types of service requests.

Coordination of all IT support groups to ensure maximum utilization of billable resources.

Pre-process service requests as they arrive through phone call, email, manual entry, or direct customer input.

Schedule internal and field technical resources on the dispatch portal.

Monitor resource schedules to ensure prompt time entry on service requests.

Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

Route incoming and existing tickets to the appropriate service group and geographic region.

Monitor open service tickets to make sure the team is meeting customer SLA’s.

Improve customer service, perception, and satisfaction with 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.

Responsible for entering time and expenses as they occur.

Enter all work as service tickets into the computer system.

Escalate requests to other team members as necessary.

QUALIFICATIONS: Please note if you do not meet the qualification, do not apply.

Basic computer and operating system knowledge.

Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.

Ability to multi-task and adapt to changes quickly.

Technical awareness: ability to match resources to technical issues appropriately.

Service awareness of all organization’s key IT services for which support is being provided.

Understanding of support tools, techniques, and how technology is used to provide IT services.

Typing skills to ensure quick and accurate entry of service request details.

Self-motivated with the ability to work in a fast-moving environment.

EDUCATION/SKILLS/EXPERIENCE:

Previous customer service experience desired.

Bachelor’s degree or equivalent work experience in coordinating team workloads.

Positive attitude and a strong willingness to continually learn.

We offer competitive compensation and an excellent benefits program including health, dental, vision, education benefits, 401(k).

Vacancy caducado!

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