What are the responsibilities and job description for the Service Delivery Coordinator position at ITECH Solutions?
General Summary:
The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.
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.
Position Responsibilities:
- Act as the single point of contact to the client for all types of service requests
- Coordination of all IT support groups to ensure maximum utilization of billable resources
- Pre-process service requests as they arrive through email, manual entry, or direct client input
- Schedule internal and field technical resources on the dispatch portal
- Monitor resource schedules to ensure prompt time entry on service requests
- Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Improve client service, perception, and satisfaction
- Fast turnaround of client requests
- Ability to work in a team and communicate effectively
- Improve usage and increase productivity of IT support resources
- Escalate service requests that cannot be scheduled within agreed service levels
- Report the utilization of IT Support resources and successful completion of service requests to the Service Manager
- Understand processes for the ITIL framework
- Enter all work as service tickets into ticketing system
Knowledge, Skills, and Abilities:
- Basic computer and operating system knowledge
- Interpersonal skills: such as telephony skills, communication skills, active listening and client-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 IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT 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
Credentials and Experience:
Previous Client Service or phone related skills; familiarity with computer system support terminology concepts.
Pay: Up to $60KBase Bonuses at a percentage of the bonuses paid to the engineering team
Promotion:
- Strong positive client feedback
- Strong positive engineer feedback
- Actively recruits other high-quality engineers
- High utilization of engineering team’s time
Job Type: Full-time
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid sick time
- Paid time off
- Paid training
- Vision insurance
Shift:
- Day shift
Work Days:
- Monday to Friday
Work Location: In person
Salary : $50,000 - $60,000