What are the responsibilities and job description for the Dispatcher (Service Coordinator) position at M3 Networks?
General Summary:
The Service Desk Dispatcher 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 IT Technicians for remote or
onsite service according to urgency, and contractual service level agreement (SLA). Strong client
relations are a must.
Position 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 Nilear 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 Technical Service Director
- Understand processes in Nilear by completing assigned training materials and
blueprints through Nilear Training
- Enter all work as service tickets into Nilear
Knowledge, Skills, and Abilities:
- Basic computer and operating system knowledge
- Interpersonal skills: such as telephony skills, communication skills, active listening and
client-care
- Ability to multi-task and adapt to changes quickly
- Technical awareness: ability to match resources to technical issues appropriately
- Service awareness of all organization’s key IT services for which support is being
provided
- Understanding of support tools, techniques, and how technology is used to provide IT
services
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast moving environment
Salary : $40,000 - $50,000