JOB TITLE : IT Service Desk Dispatch Coordinator JOB SUMMARY : Responsible for managing incoming service requests, defining service impact and urgency, managing client expectation, and scheduling service team resources to ensure meeting client’s service-level agreement and client satisfaction.

POSITION RESPONSIBILITIES : Operational :

• Serve as the first point of contact to the client for service requests
• Triage incoming service tickets and phone calls
• Ability to assess technical issues and appropriately define impact and level of urgency
• Manage pending service requests to ensure customer satisfaction
• Escalate, schedule, and dispatch service tickets according to priority of requests
• Thoroughly document tickets on a real-time basis
• Consistently exceed defined Service Level Agreements
• Ensure Ticketing Quality Assurance through proper ticket documentation and agreement selection
• Document internal processes and procedures related to duties and responsibilities QUALIFICATIONS / SKILLS :
• Strong attention to Detail
• Technical awareness : ability to match resources to technical issues appropriately.
• Ability to multi-task, adapt to changes quickly, and respond with a high sense of urgency
• Basic technical diagnostic skills and operating system knowledge
• Strong verbal and written communications skills
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment CREDENTIALS AND EXPERIENCE :
• 1-2 years of field dispatching experience required
• Experience handling high volume service requests MEASURES OF PERFORMANCE :
• Real-time Ticketing
• 100% SLA Response Score
• Ticket Quality Assurance score >
• Personal CSAT Score >
• 100% Compliance TAP training goals Powered by JazzHR

Last updated : 2024-05-17