Job Details
General Summary:
The IT Service CoordinatorDispatch performs a critical role in ensuring high-quality IT support and services for our clients and internal teams. They manage the daily allocation of technical resources based on the service requests from clients. They also communicate and coordinate effectively with technical teams and clients throughout the service process.
This position involves entering client ticket requests into the ticketing system, scheduling, and dispatching service engineers for remote or onsite service according to the urgency and the contractual service level agreement (SLA). The aim of this role is to deliver a smooth and efficient IT support experience for all technicians and clients.
Position Responsibilities:
- Managing the service desk ticketing process and ensuring the IT service level agreement is met.
- Entering trouble-tickets into the ticketing system that come in from phone calls.
- Triage service requests as they arrive into the ticketing system and scheduling technicians.
- Coordination of all IT support team to ensure maximum utilization of billable resources
- Escalating trouble-tickets to the appropriate technician.
- Monitoring trouble-tickets to ensure timely completion.
- Attend daily morning meeting to identify priority tickets and escalation tickets.
- Realtime time entry accounting for work performed.
- Organizing IT support team to maximize our response to client requests.
- Maintain necessary communication with clients: provide them with updates on incident status and alert them to forthcoming changes or scheduled downtime.
- Assisting technicians as needed.
Knowledge, Skills, and/or Abilities Required: - NON-TECHNICAL ROLE: Basic computer and operating system knowledge
- Willingness to gain understanding of support tools, techniques, and how technology is used to provide IT services.
- Must be flexible, prioritize workload, able to manage multiple tasks.
- Ability to shift focus and priorities throughout the day.
- Ability to effectively handle stress and pressure consistent with the job duties and industry.
- Ability to pay close attention to detail while performing technically detailed tasks.
- Professional, pleasant, and patient in demeanor
- Excellent organizational, written, and verbal communication skills are necessary.
- Is self-motivated and can be self-directed when necessary.
- Enjoys sharing information, supporting others, and working on a team to achieve team goals.
- Ability to provide accurate time estimates for how long a task will take.
- Excellent time management and organizational skills
Requirements: - Ability to prioritize tasks and adapt to changes quickly.
- Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care
- Must be able to work with a team and broad user community.
- Ability to lift and move >50lb.
- Must pass a background check.
Credentials and Experience: - Previous client service or phone related skills
- Basic familiarity with computer system support terminology concepts
- High organization skills a plus