Job Order Detail

Description

The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource. The role coordinates tasks, escalations and communicates with both external and internal stakeholders. This role is crucial for maintaining our commitment to exceptional customer service.
Qualifications:
-High school diploma or equivalent; additional education or certifications in IT or related fields is a plus.
Principal Accountabilities:
- Receive, prioritize, and schedule service requests from clients.
- Coordinate and dispatch IT service technicians to client sites or remote support sessions.
- Monitor technician progress and update clients on the status of their service requests.
- Maintain accurate records of service requests, technician assignments, and work performed.
- Collaborate with the technical team to ensure appropriate resources are allocated to each task.
- Communicate with customers as required: keeping them informed of incident progress, as well as notifying them of impending changes and agreed outages.
- Assist in managing and tracking inventory of IT equipment and parts.
- Generate reports on service request metrics and technician performance.
- Provide administrative support to the service department as needed.
- Escalate service requests that cannot be scheduled within agreed service levels.
- Report the utilization of Support resources and successful completion of service requests to the Service Manager.
- Enter time and expenses in Autotask as they occur.
- Handle low-level technical requests, such as password resets.