General Summary:
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.
Ability or desire to move up to a technical position within the organization by learning basic technical support skills and earning certifications in the industry.
Position Responsibilities:
· 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 ConnectWise dispatch portal
· Monitor resource schedules to ensure prompt time entry on service requests
· Communication with clients as required: keeping them informed of 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 as service tickets into ConnectWise
Knowledge, Skills, and Abilities:
· 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 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
Credentials and Experience:
Previous Client Service or phone related skills; familiarity with computer system support terminology concepts.