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Job Order #: 5422000

NOC: 1475
Employer Name:
RawTec Consulting
Posted Date:
25-Feb-2015
Location:
YORKTON
 
# of Positions:
1
Employment Terms:
Full Time
Education:
University Certificate
Experience:
0-6 Months
Apply By:
31-Mar-2015
How to Apply?:
This job is no longer taking applications

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Employer Name:
RawTec Consulting
Employer Address:
 
31 BROADWAY ST E
YORKTON,SK
CANADA
S3N 0K4
Contact Name:
Patti Rawlick
Contact Phone:
306-500-9788
Contact Email:
patti@rawtec.com
Employer Website:
www.rawtec.com


Description

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

 

Skills and Abilities

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

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