IT Service Desk Dispatcher

Job Summary:
Solve IT Solutions, a leading provider of innovative IT technology solutions, is seeking a dynamic and experienced Customer Service Representative to join our team. The Customer Service Representative, internally referred to as the IT Service Desk Dispatcher, is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.

The IT Service Desk Dispatcher will 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.

Essential Duties:

• Serve as a single point of contact for clients and support team regarding all service requests
• Triage and assign service requests to the appropriate support teams
• Gathers relevant information by listening and asking clarifying questions to determine types of calls, ticket priority levels and triage criteria
• Ensure tickets are efficiently assigned by monitoring resource schedules for availability and capability to work tickets
• Maintain clear and timely communication with clients as required via phone or ticketing system; keep clients informed of ticket progress
• Deliver clear and concise information to IT support teams
• Review tickets for quality control
• Process all tickets within SLA guidelines and follow procedural requirements
• Critical incident management; initiating calls, managing critical incidents
• Provide basic support and maintenance for our client portal

Education & Experience:

• High School Diploma or GED required
• Associates degree or equivalent education and/or relevant work experience required
• 2 years in customer service, dispatching and/or coordination

Knowledge, Skills & Abilities:

• Ability to handle customer inquiries and resolve issues in a professional and courteous manner
• Basic IT knowledge and understanding of IT terms
• Proven ability working with a ticketing system or in a help desk environment
• Excellent communication skills, both verbal and written
• Proficient problem-solving skills
• Ability to prioritize tasks, manage multiple requests, and maintain accurate records
• Must be detail oriented
• Effectively manage multiple tasks and requests simultaneously
• Technical awareness: ability to match resources to technical issues appropriately
• Proficient typing skills to ensure quick and accurate entry of ticket request details
• Able to be highly confidential
• Proficient with computers to include the utilization of Microsoft programs such as Word, Excel and Outlook
• Ability to work in a team environment
• Manage stress and/or fast pace effectively

Join our team as an IT Service Desk Dispatcher where your expertise will contribute significantly to our operational success!

Job Type: Full-time

Pay: $35,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Customer service: 2 years (Required)

Ability to Commute:

• Reading, PA 19610 (Required)

Work Location: In person

Salary : $35,000 - $45,000