Job Description:

The Service Desk 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.

Opportunity:

• Work for a growing Managed IT Services company operating in the Greater Seattle & Greater Austin areas.
• Support small to midsized firms to keep their businesses and related technology running efficiently.
• Be part of a company that allows you exposure to a variety of different challenging issues on a daily basis.
• Maintain control of your work life balance in a flexible environment that values and rewards both personal and professional success.
• Receive an extremely competitive benefits structure for your hard work and dedication to the role.

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 using the professional services automation system.
• Monitor resource schedules to ensure prompt time entry on service requests.

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 service & support team resources and successful completion of service requests to management.
• Responsible for entering time and expenses as they occur.
• Understand processes by completing assigned training materials.

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 video & 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.

Educational/Vocational/Previous Experience Recommendations:

• 2 years of IT or customer service experience and/or relevant education.
• AA/AS, preferably in computer science or a related field; BA/BS preferred but not required.

Only local candidates need apply.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.