Accent Consulting is a Managed Services Provider that specializes in Managed IT, Cyber Security, Cloud Services, Software Development, and Technology Consulting. We are a fast-growing company that is committed to being the primary resource for technical consultation in our region and we're looking for a Service Coordinator/Dispatcher to join our team!

The Service Coordinator/Dispatcher is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. The Service Coordinator/Dispatcher will perform service request intake from clients; assign, schedule, and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). It is required by the Technician to develop a relationship with all their clients based on trust, ethics, and reliable service. The Service Coordinator/Dispatcher answers directly to the Team Lead.

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

• Pre-process service requests as they arrive through email, manual entry, or direct client input

• Schedule internal and field technical resources on the PSA dispatch portal

• Monitor resource schedules to ensure prompt time entry on service requests

• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

• Improve client service, perception, and satisfaction

• Fast turnaround of client requests

• Ability to work in a team and communicate effectively

• 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 Team Lead

• Enter all work as service tickets into PSA

• We require 1-2 years of experience in an IT focused position

• Associate's degree in a relevant field is nice but not required

• Experience troubleshooting, configuring, deploying, and administrating Microsoft workstations connect to a domain

• Ability to manage multiple priorities effectively and on a consistent basis

• Ability to thrive under pressure and deliver effectively in a fast paced environment

• You should possess excellent communication and client service skills, both written and oral, including a proven ability to create detailed technical documentation

• Ability to learn quickly in a dynamic environment and deliver on commitments in a timely manner

• You should possess strong analytical skills and a demonstrated ability to troubleshoot problems

• Possess reliable transportation and a clear driving record

Education, Experience, and Certifications

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

** To be considered for this position you must complete an online technical assessment that will take approximately 30-60 minutes to complete. If you are applying using really, a link to the IntelliHire assessment will be emailed to you within 15 minutes after you apply. **