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
•Understanding of technical support tools and techniques used to provide IT services
•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 > 95%
•Personal CSAT Score > 96%
•100% Compliance TAP training goals