What are the responsibilities and job description for the Service Desk Dispatcher / Office Assistant position at Johnson Business Technology Solutions, Inc.?
- Responsible for collecting information and asking relevant questions to determine types of calls, ticket priority levels and triage criteria.
- Ensure tickets are efficiently assigned by monitoring resource schedules for availability and capability to work tickets.
- Communicate with customers as required via phone or ticketing system; keep customers informed of ticket progress.
- Provide clear, detailed, and accurate information to assigned personnel.
- Review tickets for quality control.
- Process all tickets within SLA guidelines and follow procedural requirements.
- Critical incident management including initiating call bridges.
- Follow-up on tickets throughout the their lifecycle to ensure issues are being addressed in a timely manner.
- Work with the Manager to ensure the assigned staff are being responsive and productive.
- Data entry
- Light Bookkeeping
- Sales Order Processing
- Tracking maintenance contracts
- Assist with minor marketing initiatives
- Perform other duties as assigned
Physical Requirements
- Primarily sitting with some walking, standing, and bending.
- Ability to hear and speak into a telephone.
- Close visual work on a computer terminal.
- Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.
- Ability to lift and carry up to 20lbs.
Knowledge, Skills, and Abilities
- Comfortable communicating with both internal and external customers.
- Basic industry knowledge and understanding of industry terms.
- Proven ability to work with a ticketing system or in a help desk environment.
- Excellent communication skills, both verbal and written.
- Exceptional customer service skills.
- Proficient problem-solving skills.
- Ability to follow processes and procedures.
- Excellent organizational skills.
- Must be detail oriented.
- Must be proficient in data entry with a high level of accuracy
- Ability to multi-task.
- Tickt awareness: ability to match appropriate resources to issues appropriately.
- Proficient typing skills to ensure quick and accurate entry of ticket request details.
- Ability to maintain client confidentiality.
- Proficient with Microsoft programs such as Word, Excel, Power Point and Outlook.
- Ability to work in a team environment.
- Ability to manage stress and/or fast pace effectively.
- Ability to assist with other tasks assigned to provide support for other departments
- Previous Experience with ConnectWise, IT Glue, SharePoint, Datto RMM, and Office 365 preferred but not necessary
- Ability to type at least 35 words a minute
Required Experience / Education
- High School Diploma or GED required.
- Associate’s degree or equivalent education and/or relevant work experience required.
- 1-2 years of help desk or other dispatcher experience or other related skills is required.
Other Requirements
- Must work onsite.
- Must be comfortable working in a highly critical, fast paced environment with shifting priorities.
- Must possess a current, valid state-issued driver’s license.
- Must complete a pre-employment background check, education verification, and drug screening.
Benefits Offered
- ICHRA (Individual Coverage Health Reimbursement)
- dental, vision
- Life insurance
- Retirement plan with employer match
- Paid time off
For information about our company, please visit our website at https://www.johnsonbts.com/about-us/
Pay: $19.23 - $21.63 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
Salary : $19 - $22