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Service Dispatcher

Dispatcher (Service Coordinator)  

Reports to:  Service Manager 

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.  

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 HelpDesk 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 the HelpDesk by completing assigned training materials.
  • Enter all work as service tickets into the HelpDesk software.

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. 

Pay

$30k to $35k/yr

Promotion:  

  • Strong positive client feedback 
  • Strong positive engineer feedback 
  • Actively recruits other high quality engineers  
  • High utilization of engineering team’s time 
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