IT Service Desk Dispatcher


Premium Job From Recruitment Genius

Recruiter

Recruitment Genius

Listed on

15th March 2018

Location

Kings Lynn

Salary/Rate

£10000 - £17000

Type

Contract

This job has now expired please search on the home page to find live IT Jobs.

This company has an urgent vacancy for an IT Service Desk Dispatcher at their King's Lynn Office.

The IT Service Desk Dispatcher is responsible for attaining maximum utilisation of internal and field technical resources through daily dispatch of service requests.

Essential Duties and Responsibilities:

- Act as the single point of contact to the customer for all types of service requests

- Coordination of all IT support groups to ensure maximum utilisation of billable resources

- Pre-process service requests as they arrive through email, manual entry, or direct customer input

- Schedule internal and field technical resources on the ConnectWise dispatch portal

- Monitor resource schedules to ensure prompt time entry on service requests

- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

- Improve customer service, perception, and satisfaction

- Fast turnaround of customer 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 utilisation of IT Support resources and successful completion of service requests to the Service Desk Manager

- Responsible for entering time and expenses in ConnectWise as it occurs

- Understand processes in ConnectWise by completing designed training materials and blueprints on the ConnectWise University

- Enter all work as service tickets into ConnectWise

Knowledge, Skills, and/or Abilities Required:

- Basic computer and operating system knowledge

- Interpersonal skills: such as telephony skills, c ommunication skills, active listening and customer-care

- Ability to multi-task and adapt to changes quickly

- Technical awareness: ability to match resources to technical issues appropriately

- Service awareness of all organisation'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

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