Dispatcher

IT Service Desk Dispatch Coordinator

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.

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