Service Desk Dispatcher
Service Desk Dispatcher
We are seeking a talented and dedicated Service Desk Dispatcher to join our growing team. We focus on maximizing the efficiency of our internal and field technical resources, and we're looking for someone who can drive that success through daily dispatch of service requests and resource planning.
Position Responsibilities:
Client Contact: Act as the single point of contact to clients for all service requests.
Coordination: Coordinate all IT support groups for maximum utilization of billable resources.
Service Requests Processing: Pre-process requests through email, manual entry, or direct client input.
Scheduling & Dispatching: Utilize ConnectWise Manage dispatch portal to schedule internal and field technical resources.
Monitoring & Communication: Monitor schedules, ensure prompt time entry on requests, and communicate with clients on progress and changes.
Client Satisfaction: Focus on enhancing client satisfaction and perception, and ensuring a fast turnaround of requests.
Team Collaboration: Work within a team and communicate effectively.
Escalation & Reporting: Escalate requests as needed and report resource utilization to the Service Manager.
Training & Compliance: Complete our internal and product training, follow our procedures daily, and enter all work as service tickets into our service management system.
Knowledge, Skills, and Abilities:
Technical Understanding: Basic computer knowledge, technical awareness, and understanding of IT services.
Interpersonal Skills: Strong telephony, communication, active listening, and client-care abilities.
Accuracy and Attention to Detail: A keen focus on precision and meticulousness in all tasks, ensuring correct entry and handling of all service requests.
Adaptability: Multi-tasking skills and adaptability to quick changes.
Efficiency: Quick and accurate typing skills and the motivation to thrive in a fast-paced environment.
Credentials and Experience:
Previous experience in Client Service or phone-related roles.
Familiarity with computer system support terminology concepts.
Why Work With Us?
Great Team Culture: Join a collaborative and supportive team that values open communication and celebrates collective success.
Excellent Benefits: Enjoy comprehensive benefits, including retirement plans, dental, vision, and health insurance, tailored for your well-being.
Performance Bonuses: Benefit from bonuses linked to company performance, ensuring that when the company thrives, so do you.
Team Development Plan: Engage in opportunities for personal and professional growth through training, workshops, and individualized career support.
Caring Management: Experience a workplace guided by approachable and empathetic management, dedicated to a respectful and motivating environment.
Become a part of our amazing team, where we prioritize your success, growth, and well-being. And if you've read this far, yes, we mean everything we have said in this post. We mean what we say, and we care about our team members.
How to Apply:
Interested candidates are invited to send their resume, cover letter. Please include "Service Desk Dispatcher" in the subject line of your email.
We are seeking a talented and dedicated Service Desk Dispatcher to join our growing team. We focus on maximizing the efficiency of our internal and field technical resources, and we're looking for someone who can drive that success through daily dispatch of service requests and resource planning.
Position Responsibilities:
Client Contact: Act as the single point of contact to clients for all service requests.
Coordination: Coordinate all IT support groups for maximum utilization of billable resources.
Service Requests Processing: Pre-process requests through email, manual entry, or direct client input.
Scheduling & Dispatching: Utilize ConnectWise Manage dispatch portal to schedule internal and field technical resources.
Monitoring & Communication: Monitor schedules, ensure prompt time entry on requests, and communicate with clients on progress and changes.
Client Satisfaction: Focus on enhancing client satisfaction and perception, and ensuring a fast turnaround of requests.
Team Collaboration: Work within a team and communicate effectively.
Escalation & Reporting: Escalate requests as needed and report resource utilization to the Service Manager.
Training & Compliance: Complete our internal and product training, follow our procedures daily, and enter all work as service tickets into our service management system.
Knowledge, Skills, and Abilities:
Technical Understanding: Basic computer knowledge, technical awareness, and understanding of IT services.
Interpersonal Skills: Strong telephony, communication, active listening, and client-care abilities.
Accuracy and Attention to Detail: A keen focus on precision and meticulousness in all tasks, ensuring correct entry and handling of all service requests.
Adaptability: Multi-tasking skills and adaptability to quick changes.
Efficiency: Quick and accurate typing skills and the motivation to thrive in a fast-paced environment.
Credentials and Experience:
Previous experience in Client Service or phone-related roles.
Familiarity with computer system support terminology concepts.
Why Work With Us?
Great Team Culture: Join a collaborative and supportive team that values open communication and celebrates collective success.
Excellent Benefits: Enjoy comprehensive benefits, including retirement plans, dental, vision, and health insurance, tailored for your well-being.
Performance Bonuses: Benefit from bonuses linked to company performance, ensuring that when the company thrives, so do you.
Team Development Plan: Engage in opportunities for personal and professional growth through training, workshops, and individualized career support.
Caring Management: Experience a workplace guided by approachable and empathetic management, dedicated to a respectful and motivating environment.
Become a part of our amazing team, where we prioritize your success, growth, and well-being. And if you've read this far, yes, we mean everything we have said in this post. We mean what we say, and we care about our team members.
How to Apply:
Interested candidates are invited to send their resume, cover letter. Please include "Service Desk Dispatcher" in the subject line of your email.
