What are the responsibilities and job description for the Service Coordinator/ Dispatcher for IT Company - Florham Park, NJ position at Link High Technologies?
Job Summary
Link High Technologies Inc. is an MSP located in NJ with clients throughout the East Coast. We are professional, fast-paced, and customer-centric. We are looking for a Service Coordinator/Dispatcher with 3 Years of MSP experience.
Key Responsibilities
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Link High Technologies Inc. is an MSP located in NJ with clients throughout the East Coast. We are professional, fast-paced, and customer-centric. We are looking for a Service Coordinator/Dispatcher with 3 Years of MSP experience.
Key Responsibilities
- Client Communication
- Act as the primary point of contact for Link High Technologies' clients, promptly and professionally addressing their service incidents, requests, and concerns
- Build and maintain positive client relationships, ensuring their needs are met and expectations exceeded
- Service Coordination
- Receive, assess, and prioritize service incidents and requests, ensuring they are resolved promptly, efficiently and meets SLA.
- Efficiently allocate resources, including our skilled technicians and cutting-edge equipment, to meet service commitments
- Skillfully schedule and dispatch onsite teams when required, optimizing resource utilization
- Resource Management
- Monitor and manage the availability of our service technicians, tools, and specialized equipment
- Collaborate with various departments to ensure timely access to necessary resources
- Ticket Type and Skill-Based Scheduling
- Utilize ConnectWise Manage to assess the type and complexity of service tickets
- Schedule technicians based on their skill levels and expertise required for specific service incidents
- Consider technician familiarity with clients to enhance service efficiency and customer experience
- Maintain meticulous records of service incidents, requests, schedules, and resource allocations
- Generate regular reports on service performance metrics, such as response times, resolution times, and customer feedback
- Quality Assurance
- Uphold Link High Technologies' rigorous service quality standards and best practices
- Conduct thorough post-service follow-ups to gather feedback and guarantee client satisfaction
- Problem Solving
- Swiftly identify and address any issues or obstacles that may impede service delivery
- Foster collaboration with cross-functional teams to resolve complex service-related challenges
- Continuous Improvement
- Actively contribute ideas and implement process improvements to elevate service efficiency and effectiveness
- Stay at the forefront of industry trends and emerging technologies, offering innovative solutions to clients
- Active or prior experience handling dispatching duties for an MSP or IT consulting firm, specifically using the Connectwise platform
- 2 or 4-year college degree, or equivalent experience in a related field
- 3 to 5 years of working in an office environment, preferably in the Information Technology or Telecommunications fields
- Ability to think on your feet and to be able to manage multiple service tickets at any one time
- Monitoring and managing any changes to the schedule directly with the customer and team members involved in the delivery of the service
- Ability to effectively work across teams
- Proficient in Word, Excel, PowerPoint and other office management software
- Attention to detail, deadlines, professional office protocol, and internal controls required
- Strong written and oral communication skills required
- Ability to properly manage Company proprietary & confidential information
- Able to commute to Florham Park NJ daily.
- Salary 55-60k
- 100% Employer Paid Medical/Dental
- 401K with company matching
- PTO which increases with tenure
- Short/Long Term Disability Employer Paid
- Opportunity for growth
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