Aquinas Consulting is hiring an IT Services Dispatcher for our client located in Trumbull, CT. This is a full-time position.

The IT Services Dispatcher is an integral part of the Services team. This position is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.

Perform service request intake from clients; assign, schedule, and dispatch service engineers for remote or onsite service according to urgency, and contractual service level objectives (SLO).

and a high-quality customer service. Primary duties will be completed in the office.

WHAT YOU’LL DO :

As an IT Services Dispatcher, you will work with the service team and our clients to provide quality service and to ensure clients get the technical services they need.

There is a heavy customer service basis, as well as project management. As the IT Services Dispatcher is often the initial contact, having good people skills is a must.

You will also need to build strong relationships with our partners and service providers to ensure clients receive the best care possible.

Responsibilities will include :

• 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 ConnectWise 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 Service Manager
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University

WHAT WE ARE LOOKING FOR :

• Must possess a high degree of flexibility and ability to work with constantly changing environments.
• Must have exceptional verbal and written communication skills.
• Must demonstrate a high degree of time management and organizational skills resulting in the ability to prioritize multiple projects.
• Must be a problem solver and possess critical thinking skills.
• Must have the ability to work effectively and efficiently under pressure and stress while maintaining a calm, professional demeanor.
• Must be a self-starter.
• Must have demonstrated ability to work independently and with teams, interchangeably.
• Must have a "roll up your sleeves and let's get the job done right" type attitude.

If you are interested in this IT Services Dispatcher located in Trumbull, CT , please apply now to be connected with a member of our team.

Please note : Applying to this role is an agreement to have your information entered into our database and acknowledgement that a recruiter will reach out to you either by phone, email, and / or text message regarding this and similar job opportunities.

Aquinas Consulting is a woman and minority owned company headquartered in Milford, CT that provides Engineering, Information Technology (IT), and Manufacturing staffing solutions throughout the US.

We take pride in 20 years of service to our clients, our hiring managers, our consultants, and our local community. Aquinas is an affirmative action, equal opportunity employer and committed to considering all qualified applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law.

www.aquinasconsulting.com

Last updated : 2024-04-27