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.

Experience:

• Minimum 1+ years of experience in a customer-facing role, preferably in a support or service capacity, would be valuable. The candidate should be skilled in effective communication with users or clients, ensuring their satisfaction throughout the implementation and deployment processes.
• Experience building and maintaining support relationships with clients.
• Experience in a professional office environment.

Knowledge, Skills, and Abilities:

• A customer service mindset and excellent verbal and written communication skills.
• Strong organizational and multitasking skills with the ability to prioritize tasks effectively in a high paced environment.
• Excellent active listening and interpersonal skills.
• Proficiency in using computer software, including service management tools and Microsoft Office Suite.
• Basic understanding of IT concepts and terminology.
• Ability to work in a fast-paced environment and handle high-pressure situations with professionalism.
• Ability to process large amounts of variable information.

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.
• Track and audit service tickets
• Maintain ongoing and professional customer communication, 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.
• 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.
• Utilize the CRM system to provide improved support and services to clients.