Service Desk Dispatcher

The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. They will perform service request intake from clients; assign, schedule, and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong client relations are a must. They are also positioned to greet clients as they come into the office.

About Hi-Tech Computers of Ruston, Inc.

HiTech Computers was founded in 1997 to provide the Ruston area with quality PC repair and sales. Since day one, our focus has been on providing exceptional customer service while developing the best technological solutions for each of our clients.That focus has not changed as we have evolved to include a much wider array of services that range from network design and implementation to remote monitoring and support. We strive to become an extension of the companies we support so that we may fully understand their business practices and needs. This allows us to serve them in the most efficient method possible and alert them to the presence of IT issues before they interfere with business operations. If you are actively searching for an IT support company or already have one and are interested in discovering how our services compare, we encourage you to get in touch with us! We would be glad to analyze your needs and provide you with the appropriate and proven solutions that allow us to support a multitude of companies across a wide variety of industries.


Description

Service Desk Dispatcher

General Summary:

The Service Desk Dispatcher is responsible for efficiently managing the allocation of internal and field technical resources to meet service requests from clients. They will handle the intake of service requests, assign and schedule service engineers, and maintain strong client relationships. Additionally, they will greet clients as they visit the office.

Position Responsibilities:

Serve as the main point of contact for all service requests from clients.

Coordinate with various IT support groups to optimize the utilization of resources.

Manage incoming service requests via email, manual entry, or direct client input.

Schedule internal and field technical resources using the ConnectWise dispatch portal.

Monitor resource schedules to ensure timely time entry on service requests.

Communicate with clients to provide updates on incident progress and notify them of any changes or planned outages.

Enhance client satisfaction and perception of service.

Provide quick turnaround on client requests.

Collaborate effectively within a team and communicate efficiently.

Improve the productivity and usage of IT support resources.

Escalate service requests that cannot be scheduled within agreed service levels.

Track the utilization of IT support resources and successful completion of service requests in reports for the Service Manager.

Enter all work as service tickets into ConnectWise.

Welcome clients and visitors to the office.

Support the hardware intake department.


Knowledge, Skills, and Abilities:

Basic understanding of computer systems and operating systems.

Strong interpersonal skills, including effective communication and client care.

Ability to multitask and adapt quickly to changes.

Technical awareness to appropriately match resources with technical issues.

Knowledge of key IT services provided by the organization.

Familiarity with support tools, techniques, and technology used for IT services.

Fast and accurate typing skills for entering service request details.

Self-motivated and able to thrive in a fast-paced environment.

Credentials and Experience:

Prior experience in client service or phone-related roles with knowledge of computer system support terminology.

Job Type: Full-time

Pay: $10.00 - $12.00 per hour

Benefits:

401(k) matching

Dental insurance

Health insurance

Paid time off

Vision insurance

Schedule:

8-hour shift

Monday to Friday (8-5)

Work Location: In-person at our Ruston office.

Salary


$10 - $12 per hour