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.