The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.
Perform service request intake from clients; assign, schedule, and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong client relations are a must.
Duties
Act as the single point of contact to the client 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 email, manual entry, or direct client input
Schedule internal and field technical resources on the PSA (AutoTask) dispatch portal
Monitor resource schedules to ensure prompt time entry on service requests
Communication with clients as required: keeping them informed or incident progress, notifying them of impending changes or agreed outages
Improve client service, perception and satisfaction
Fast turnaround of client 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 Manager
Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
Enter all work service tickets into PSA (Auto Task)
Skills
Basic computer and operating system knowledge
Interpersonal skills: such as telephony skills, communication skills, active listening and client care
Ability to multi-task and adapt to change 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
This position is ideal for individuals who are passionate about technology, possess strong problem-solving skills, and are eager to lead an IT team towards success.
Must be authorized to work in the United States
Required to have your own reliable commute to office.