Service Coordinator/Dispatcher

Job Description

Job Description

Network Computer Solutions (NCS) empowers organizations by delivering the latest IT solutions. Our approach to business is simple; keeping our customers satisfied and prepared to interact with the rapid evolution of information technology. Our mission, to deliver high-performance solutions that are efficient and cost effective for our customers. Their success is our success.

NCS is seeking a highly capable, hardworking Service Coordinator / Dispatcher. The primary function of the Service Coordinator is to interface with the client to prioritize and schedule technicians in an effective manner. It is important that Client requests are entered as tickets and assigned to technicians on a priority(urgency) basis, so no client requests are lost, and each technician knows their schedule.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Schedule and dispatch IT Technicians according to customer requests, and / or needs by telephone or email.
• Relay tickets, messages, and information to or from IT Techs or supervisors using the telephone or computer
• Confer with customers, Supervisor and / or Leadership to address questions, problems, and requests for service.
• Prepare daily work and tech schedules
• Track equipment daily and ensure that all equipment has arrived prior to install
• Record and maintain files and records of customer requests, inventory, and other dispatch information.
• Assign Work orders to technicians with appropriate skill levels.
• Monitor personnel availability and vehicle location to coordinate service and schedules.
• Provide information to internal teams by telephone, in written form, e-mail, or in person.
• Use computers and computer software (such as Word, Excel) to enter, process, and retrieve data.
• Communicate with people outside the organization; represent the organization to customers, the public, and other external sources in person, in writing, by telephone or e-mail.

Requirements :

• Must be a resourceful problem solver; ability to plan, design, and implement solutions
• proficiency in computer use and data input speed and accuracy
• Strong communication, negotiation and interpersonal skills
• Solid organizational skills with an emphasis on attention to details without letting items drop.
• Ability to handle many tasks and keep high standards.
• You are highly organized and possess excellent time management skills; you can meet deadlines and juggle multiple tasks at once in a fast-paced environment.
• Must be self-starter; can work independently or with a team
• Excellent phone presence

Knowledge, Skills, and Abilities :

• Knowledge of administrative and clerical procedures and systems such as MS Office.
• Ability to manage files and records
• Ability to enter data in MS Word and Excel,
• Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate time
• Ability to resolve conflicts and negotiate with others such as handling complaints

Experience :

• Scheduling experience in fast paced environment
• Dispatching