Service Desk Dispatcher

The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. Take service requests from clients; assign, schedule and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong client relations are a must.
Primary Position Responsibilities:
• Act as the main point of contact to the client for all types of service requests
• Coordination of all IT support to ensure maximum utilization of billable resources
• Pre-process service requests as they arrive through email, manual entry, or direct client input
• Schedule internal and field technical resources on the dispatch portal
• Monitor resource schedules to ensure prompt time entry on service requests
• Communication with clients as required: keeping them informed
• Improve client service, perception, and satisfaction
• Fast turnaround of client requests, using the SLAs
• 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 Manager
• Understand processes by completing assigned training materials and blueprints
• Enter all work as service tickets into the ticketing system
• Develop processes for tasks/responsibilities for this position
• Improve upon processes as warranted
• Assist the service manager as needed

Knowledge, Skills, and Abilities:
• Basic computer and operating system knowledge
• Interpersonal skills: such as telephony skills, communication skills, active listening and client care
• Ability to multi-task and adapt to changes quickly
• Organizational skills required to maintain a consistent work schedule
• 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
• Ability to work in a team and communicate effectively