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Help Desk Dispatcher

Nutmeg Consulting, LLC

Middletown, CT | Full Time

$45k-58k (estimate)

3 Months Ago

Help Desk Dispatcher

Nutmeg Consulting, LLC Middletown, CT

$45k-58k (estimate)

Full Time | IT Outsourcing & Consulting 3 Months Ago

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Nutmeg Consulting, LLC is Hiring a Help Desk Dispatcher Near Middletown, CT

Job Description:

The Service Desk Dispatcher is responsible for attaining maximum utilization and optimized prioritization of resources through daily dispatch of service requests. The Dispatcher collects information by listening to and asking questions of customers in order to determine types of requests, assign priority levels and dispatch criteria. The ideal candidate must be an effective communicator, well-organized, and able to multitask. Role is on-site as some duties can only be performed in-office.

Basic Functions:

Act as the single point of contact to the customer for all types of service requests.
Coordinate all support groups to ensure maximum billable utilization of resources.
Pre-process service requests as they arrive through email, manual entry, or direct customer input.
Schedule headquarters and field resources through the ConnectWise dispatch portal.
Communicate with customers as required: keep them informed of incident progress, notify them of impending changes, and/or confirm unplanned outages.
Procure equipment for customer orders.
Track delivery and receipt of customer orders.
Coordinate shipping of customer orders to their location.
Assist Managed Services team with imaging of new machines and machine wipe & disposal.
Assist Managed Services with Level 1 support of customer tickets (e.g., password reset, MFA, triage)

Additional Duties and Responsibilities:

Improve customer service perception and satisfaction.
Fast turnaround of customer requests.
Improve usage and increase productivity of support resources.
Escalate service requests that cannot be scheduled within agreed service levels.
Report the utilization of support resources and successful completion of service requests to the Service Delivery Manager.
Enter time and expenses in ConnectWise as they occur.
Understand processes in ConnectWise by completing assigned training materials.
Enter and track all work as service tickets in ConnectWise.

Knowledge, Skills, and/or Abilities Required: 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.
Typing skills to ensure quick and accurate entry of service request details.
Technical awareness: ability to match resources to technical issues appropriately.
Service awareness of all organization’s key services for which support is being provided.
Interpersonal skills: such as telephony skills, communication skills, work in a team, practice active listening and perform customer care.
Ability to multi-task and adapt to changes quickly.
Self-motivated with the ability to work in a fast-moving environment.
Thirst for learning with a willingness to fail and use that as an opportunity for improvement.

Job Summary

JOB TYPE

Full Time

INDUSTRY

IT Outsourcing & Consulting

SALARY

$45k-58k (estimate)

POST DATE

02/02/2024

EXPIRATION DATE

05/01/2024

WEBSITE

nutmegconsulting.com

HEADQUARTERS

Hartford, CT

SIZE

<25

INDUSTRY

IT Outsourcing & Consulting

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