Service Desk Dispatcher

The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field technical resources through the daily dispatch of service requests.  Client satisfaction and regular, proactive communication to the client are the top priorities of this position.  The main support tool used for this function is ConnectWise.  It is vital that all interactions, phone calls, conversations, and e-mails either generated through or documented in ConnectWise.

Essential Duties and Responsibilities

 

  • Act as the single point of contact to the client for all types of service requests
  • Coordination of all IT support groups to ensure maximum utilization of billable resources
  • First responder to answer incoming phone calls & emails for service
  • Pleasant phone demeanor treating each client with courtesy & respect (i.e. not easily flustered)
  • Pre-process service requests as they arrive through e-mail, manual entry, or direct customer input
  • Triage service requests, prioritize, & schedule internal and field technical resources on the ConnectWise dispatch portal
  • Monitor resource schedules to ensure prompt time entry on service requests
  • Review the status of all open tickets and follow-up on past due tickets for resolution
  • Communication with clients as required: call to confirm appointment, keep them informed of incident progress, notifying them of impending changes or agreed outages, c-sat follow-up
  • Improve customer service, perception, and satisfaction
  • Ability to work as a team and communicate effectively
  • Escalate service requests that cannot be resolved within agreed service levels
  • Successfully entering time and expenses in ConnectWise as it occurs
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on ConnectWise University
  • Pull inventory for project orders for engineers to begin prep work
  • Inventory receiving
  • Regular and predictable attendance
  • The ability to complete an assigned task in a safe manner and in a constant state of alertness
  • The ability to get along with co-workers, customers and other employees
  • Upholds company policies, including the prevention of harassment

 

 

Skills Necessary For Position

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Basic computer and operating system knowledge
  • Interpersonal skills: telephony skills, communication skills, active listening, and client care
  • Excellent verbal communications: listens & repeats back for clarification, communicates in an understanding & clear manner, adapts tone & style to individual
  • Good phone voice (i.e. “the voice of ACCi” to our clients): empathetic & caring for their frustration
  • Must not be easily frustrated or put-off by clients who are stressed or do not know enough
  • Ability to work with technicians & engineers on setting & enforcing their service schedules
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all the organization’s key IT services for which support is being provided
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment

 

Job Position Inquiry

ACCi is always looking for enthusiastic, service-oriented individuals who have a passion for IT and for making a positive difference in the businesses and individuals we serve.
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