M3 Networks

Compensation

Full Description

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 IT Technicians 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 Nilear 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 Technical Service Director - Understand processes in Nilear by completing assigned training materials and blueprints through Nilear Training - Enter all work as service tickets into Nilear 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