Service Desk Dispatcher

SUMMARY

The Service Desk Dispatcher completes customer service tasks that ensure clients have the information and assistance they need, maintaining the company’s positive reputation. The Service Desk Dispatcher needs to be competent and organized possessing a proven ability to maintain the day-to-day service desk ticketing operations of the company’s business systems as well as executing projects assigned by management. Reporting to the Service Desk Manager, and supporting all service desk team members and management, this individual is accountable for all support and ticketing activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Client Service

· Maintains excellent customer service as the driving philosophy of the company

· Personally demonstrate a commitment to client service in responding promptly to clients’ needs

· Committed to making sure every client is satisfied

· Meets or exceeds client satisfaction measures

· Ensures company standards and services contribute to the delivery of consistent client service

· Implements and practices client service initiatives and performs to standards

Service Desk Duties

• Answer and log incoming client support calls and provide accurate, satisfactory answers to their queries and concerns
• Guide callers through troubleshooting the support request process
• De-escalate situations involving dissatisfied clients, offering patient assistance and support
• Create tickets in ConnectWise using proper categories, service contracts, technical skill set knowledge ensuring the company’s “white glove” service
• Document all communications with clients under “internal” section of ticket
• Assign tickets to appropriate technicians
• Follow up daily on tickets marked as Follow up 24 hours, Escalation Needed, Waiting on Vendor with appropriate team members and management
• Monitor the service board for new and existing tickets
• Follow up with technicians on tickets that have not been completed
• Request status on tickets that have not been updated daily
• Review client accounts, providing updates and information about pending ticket status
• Report all aging tickets to the Service Desk Manager
• Collaborate with other service desk team members to improve client service
• Participate in any required training sessions
• Update clients regarding delivery of equipment
• Attend all work shifts promptly and completely
• Other duties as required

QUALIFICATIONS

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.

· Outstanding interpersonal communication

· Ability to organize and handle multiple tasks

· Ability to juggle multiple projects simultaneously

· Ability to maintain and manage client relationships

EDUCATION and/or EXPERIENCE

• Experience within a service or help desk role is preferred
• Firm grasp of digital date and file management systems
• Knowledge of ConnectWise system is a plus
• Must have good communication and customer service skills
• High school diploma or equivalent required

REASONING ABILITY

• Demonstrate the ability to anticipate and solve practical problems or resolve issues

CERTIFICATES, LICENSES, REGISTRATIONS

· A valid driver’s license is preferred

· Must have reliable transportation

PHYSICAL DEMANDS/ WORK ENVIRONMENT:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Individuals may need to sit or stand as needed for an extended period
• Reaching above shoulder height, below the waist or lifting as required to file documents, store or move materials

ACKNOWLEDGEMENT FORM – Service Desk Dispatcher

Job Type: Full-time

Pay: $20.00 - $21.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $20 - $21