Service Dispatch Coordinator

Job Description

REQUIREMENTS

• Excellent Customer Service skills: such as telephone skills, communication skills, active listening and customer-care
• Prior experience in a Managed Services environment with knowledge of support tools, techniques, and how technology is used to provide IT services
• Ability to match proper technical resources to technical issues appropriately
• Positive attitude, self-motivated with the ability to work in a fast-moving environment
• Ability to work in a team and communicate effectively
• Typing skills to ensure quick and accurate entry of service request details
• 1-3 years of customer service experience

RESPONSIBILITIES

• Responsible for coordinating the schedules of remote and field technical resources
• Create and assign service requests as they arrive through phone, email, or other means
• Escalate support tickets related to technical solutions such as computer desktop and network troubleshooting
• Organize technician schedules to ensure schedules are efficient and productive
• Responsible for ensuring communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Act as a point of contact for clients for all types of service requests
• Monitor open service tickets and escalate requests to other team members as necessary to ensure the team is meeting customer SLA’s
• Report the utilization of IT Support resources and successful completion of service requests to the appropriate resources
• Responsible for ensuring prompt entries for time and expenses as they occurWhere applicable, support end-users in same-call resolution activities (e.g. password resets)
• Additional duties as assigned.

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