IT Service Coordinator / Dispatcher

Job Description

Job Description

Job Description:

The Service Coordinator / Dispatcher is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource.

Basic Functions:

• Act as the single point of contact to the customer for all types of service requests.
• Coordination of all support groups to ensure maximum utilization of billable resources.
• Pre-process service requests as they arrive through email, manual entry, or direct customer input.
• Schedule internal and field resources on the 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, and 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 support resources.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Report the utilization of Support resources and successful completion of service requests to the Service Desk Manager.
• Responsible for entering time and expenses in CRM as they occur.
• Understand processes by completing assigned training materials
• Enter all work as service tickets in CRM/ticketing system

Knowledge, Skills, and/or Abilities Required:

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.

• Basic computer and operating system knowledge.
• Interpersonal skills: such as telephony skills, communication 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 organization’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide 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.

Educational/Vocational/Previous Experience Recommendations:

• 3 years of IT or customer service experience.

\nCompany Description

Newave Solutions is a faith based Company who provides managed services, hardware, software and telephone systems to small and medium sized businesses. With more than 40 years of experience in the technology field we offer a wide variety of solutions from simple phones and voicemail systems to the latest voice over IP technology, video conferencing, everything IT and collaboration technologies. We pair our God given gifts and expertise with the belief we were created to serve others providing our clients the solutions and training every business deserves.

We offer a competitive salary and benefits, including medical, dental, vision, and paid time off. We are a family here at Newave, we have tons of fun and events to grow yourself personally and to help grow your family spiritually and financially.

Company Description

Newave Solutions is a faith based Company who provides managed services, hardware, software and telephone systems to small and medium sized businesses. With more than 40 years of experience in the technology field we offer a wide variety of solutions from simple phones and voicemail systems to the latest voice over IP technology, video conferencing, everything IT and collaboration technologies. We pair our God given gifts and expertise with the belief we were created to serve others providing our clients the solutions and training every business deserves.\r\n\r\nWe offer a competitive salary and benefits, including medical, dental, vision, and paid time off. We are a family here at Newave, we have tons of fun and events to grow yourself personally and to help grow your family spiritually and financially.