Dispatcher

JOB TITLE: IT Service Desk Dispatch Coordinator

JOB SUMMARY: Responsible for managing incoming service requests, defining service impact and urgency, managing client expectation, and scheduling service team resources to ensure meeting client’s service-level agreement and client satisfaction.

POSITION RESPONSIBILITIES:

Operational:

Serve as the first point of contact to the client for service requests

Triage incoming service tickets and phone calls

Ability to assess technical issues and appropriately define impact and level of urgency

Manage pending service requests to ensure customer satisfaction

Escalate, schedule, and dispatch service tickets according to priority of requests

Thoroughly document tickets on a real-time basis

Consistently exceed defined Service Level Agreements

Ensure Ticketing Quality Assurance through proper ticket documentation and agreement selection

Document internal processes and procedures related to duties and responsibilities

QUALIFICATIONS/SKILLS:

Strong attention to Detail

Technical awareness: ability to match resources to technical issues appropriately.

Ability to multi-task, adapt to changes quickly, and respond with a high sense of urgency

Basic technical diagnostic skills and operating system knowledge

Understanding of technical support tools and techniques used to provide IT services

Strong verbal and written communications skills

Typing skills to ensure quick and accurate entry of service request details.

Self-motivated with the ability to work in a fast-moving environment

CREDENTIALS AND EXPERIENCE:

1-2 years of field dispatching experience required

Experience handling high volume service requests

MEASURES OF PERFORMANCE:

Real-time Ticketing

100% SLA Response Score

Ticket Quality Assurance score > 95%

Personal CSAT Score > 96%

100% Compliance TAP training goals

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