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The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.
Essential Duties and Responsibilities:
Act as the single point of contact to the customer 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 customer input
Schedule internal and field technical resources on the dispatch portal
Monitor resource schedules to ensure prompt time entry on service requests
Communication with customers as required: keeping them informed of incident progress
Additional Duties and Responsibilities:
Some invoice creation for the sales department and timesheet review of employees
Improve customer service, perception, and satisfaction
Fast turnaround of customer 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 SLA
Report the utilization of IT Support resources and successful completion of service requests
Knowledge, Skills, and/or Abilities Required:
Basic computer and operating system knowledge
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organizations 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
Essential Skills
- Oral communication
- Working with others
- Critical thinking
- Job task planning and organizing
- Computer use
Credentials (certificates, licences, memberships, courses, etc.)
- Not required
Additional Skills
- Ensure accuracy of completed time sheets, payroll and other summaries
- Perform general office duties
- Provide customer service
Ability to Supervise
- 3 - 4 people
- 5 - 10 people
Work Location Information
- Urban area
Work Conditions and Physical Capabilities
- Fast-paced environment
- Work under pressure
- Attention to detail
Security and Safety
- Criminal record check (abstract)
- Drug test
Dispatcher Specific Skills
- Receive requests for emergency assistance or service
- Dispatch personnel according to schedules and work orders
- Dispatch personnel as required by emergency situations
- Follow-up on issues with work orders
Business Equipment and Computer Applications
- Windows
- Word processing software
- Spreadsheet software
- Electronic Mail
- General office equipment
- Internet browser
- Dispatch management service software