JOB TITLE: IT Service Desk Dispatch Coordinator
JOB SUMMARY: Responsible for managing incoming service requests, defining service impact and urgency, managing client expectation, and scheduling service team resources to ensure meeting client’s service-level agreement and client satisfaction.
POSITION RESPONSIBILITIES:
Operational:
Serve as the first point of contact to the client for service requests
Triage incoming service tickets and phone calls
Ability to assess technical issues and appropriately define impact and level of urgency
Manage pending service requests to ensure customer satisfaction
Escalate, schedule, and dispatch service tickets according to priority of requests
Thoroughly document tickets on a real-time basis
Consistently exceed defined Service Level Agreements
Ensure Ticketing Quality Assurance through proper ticket documentation and agreement selection
Document internal processes and procedures related to duties and responsibilities
QUALIFICATIONS/SKILLS:
Strong attention to Detail
Technical awareness: ability to match resources to technical issues appropriately.
Ability to multi-task, adapt to changes quickly, and respond with a high sense of urgency
Basic technical diagnostic skills and operating system knowledge
Understanding of technical support tools and techniques used to provide IT services
Strong verbal and written communications skills
Typing skills to ensure quick and accurate entry of service request details.
Self-motivated with the ability to work in a fast-moving environment
CREDENTIALS AND EXPERIENCE:
1-2 years of field dispatching experience required
Experience handling high volume service requests
MEASURES OF PERFORMANCE:
Real-time Ticketing
100% SLA Response Score
Ticket Quality Assurance score > 95%
Personal CSAT Score > 96%
100% Compliance TAP training goals