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Service Desk Dispatcher
2 weeks ago
Do you want to make a big impact on a fast-growing IT organization? Do you want to be part of a team that truly supports employee growth and development? Are you someone with strong organization, time management, and communication skills? Then, we want you The Service Desk Dispatcher is responsible for attaining maximum utilization of internal tech 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 in a timely manner. Life at ProServeIT is fast paced, performance-driven, rewarding, and fun We value and support our team members' career growth and ongoing professional development. And we recognize their achievements and outstanding results on a regular basis. We work hard and play hard. "People Matter. Be like gumby. Do it right." These are the three values we follow every day. These truly represent who we are and what we care about. Excited? Read on and apply Looking forward to hearing from you. **Responsibilities**: - Act as the primary point of contact for customer service and issue resolution to assign tasks and tickets to IT Service Desk / Helpdesk, NOC and IT Systems Administrators - Work with clients and internal align Managed Services staff to escalate technical issues appropriately and in a timely manner - Own tickets to ensure processes are followed, communication is though, documentation is accurate, and tickets are closed out - Qualify client issues and open support tickets. - Monitor service boards for new tickets and or respond to tickets - Create, assign, prioritize, and coordinate inbound and internal tickets - Service ticket follow up - Monitor resource schedules to ensure prompt time entry/completion of service requests. - Manage ticket flow in our ConnectWise Manage and monitor SLAs and OLAs while actioning as required - Drive customer service and client relationship initiatives - Any additional or alternative duties that are reasonably consistent with position as required - Schedule onsite support and maintain SHIFTS schedules - Communicates with customer to accurately and concisely documents customer requirements for tickets and projects - Conveys sense of urgency to the customer appropriate for the circumstances of the incident - Proactively solicits feedback from recent tickets, in an effort to minimize future errors - Verify access request - Log and Track access requests according to established procedure - Review service tickets to ensure proper coding is applied to allow easy of invoicing and reporting purposes - Identifies recurring issues and alerts team lead of potential problems - Assist in maintaining client information and internal systems relating to Managed Services into IT Glue - Monitoring technicians’ personal queues and reassigning tickets as required - Escalating tickets accordingly - Updating Managed Services SHIFTS for technicians **Qualifications**: - Bachelor’s degree or equivalent knowledge - 1 to 2 years of experience within an Administrative Assistant, Customer Service, IT Support, or IT Project Coordinator role - A client focused mindset with strong customer skills - Strong scheduling, coordination, and follow up skills - Outgoing personality with excellent interpersonal skills and the ability to build rapport with clients - Must have excellent verbal communication and documentation skills - Proficient in Microsoft Office 365: Word, Excel, Outlook, Teams - Any proficiency using ConnectWise, IT Glue - Strong individual time-management and multitasking skills - Self-starter who takes ownership of all tasks to successful completion - Detail-oriented, ensuring accurate tracking of deliverables - Experienced in both Windows & Mac support and troubleshooting - iOS & Android device support and troubleshooting - MS Office/Office 365 support and troubleshooting - Desktop/Laptop hardware troubleshooting - MS Active Directory/Domain basics - MS Windows Server environment basics - MS Exchange/Office 365 administration basics - IP networking fundamentals and troubleshooting - LAN/WAN troubleshooting **Required Professional Skills**: - Superior verbal and written communication skills - Outstanding people skills - Excellent documentation, reporting, and planning skills - Conscientious, detail-oriented, thorough, and consistent - Professional demeanor, punctual, team player - Go getter attitude and passion for learning and teaching Work Conditions - You will be required to work Fridays to Tuesdays from 09:00am to 05:00pm EST. - This position is a remote, work from home position Diversity, Inclusion and Accessibility
