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SalaryThe Service Desk Dispatcher is responsible for attaining maximum utilization and prioritization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so requests can be dispatched to the appropriate resource and location. The incumbent is responsible for all inbound user service requests, coordinating dispatch of technicians for user issues requiring on-site resolution; and organizing technician schedules for all Service Desk and NOC staff.
Life at ProServeIT is fast paced, performance-driven, rewarding, and fun! We value and support our team members' career growth and ongoing professional development. And we recognize their achievements and outstanding results on a regular basis. We work hard and play hard.
"People Matter. Be like gumby. Do it right." These are the three values we follow every day. These truly represent who we are and what we care about.
Excited? Read on and apply! Looking forward to hearing from you.
Responsibilities:
- Serve as a 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 phone call, 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, notifying them of impending changes or agreed outages.
- Route incoming and existing tickets to the appropriate resource
- Monitor open service tickets to make sure the team is meeting customer SLA’s.
- Improve customer service, perception, and satisfaction with fast turnaround of customer requests.
- 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 Desk Manager.
- Responsible for entering time and expenses as they occur.
- Enter all work as service tickets into the computer system.
- Escalate requests to other team members as necessary.
- Conduct Bi-weekly Service Desk meetings to update the team on any policy and changes in the Service Desk.
- Maintain the Service Desk technician schedules.
- Distribution of technician compliance reports.
- Basic computer and operating system knowledge.
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
- Ability to work in a team and communicate effectively.
- 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.
- You will be required to work Mondays to Fridays from 07:00am to 03:00pm EST.
- This position is a remote, work from home position.
ProServeIT values diversity of thought and is proud to be an equal opportunity employer. We are committed to creating a diverse and inclusive environment where all people feel supported, connected, and belonging at work. All applications will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, national origin, disability, or age. Please let us know if you require any accommodations or support during the recruitment process.
