Dispatcher

Job TitleIT Service Desk Dispatch CoordinatorJob SummaryResponsible for managing incoming service requests, defining service impact and urgency, managing client expectation, and scheduling service team resources to ensure meeting client's service-level agreement and client satisfaction.Position ResponsibilitiesOperationalServe as the first point of contact to the client for service requestsTriage incoming service tickets and phone callsAbility to assess technical issues and appropriately define impact and level of urgencyManage pending service requests to ensure customer satisfactionEscalate, schedule, and dispatch service tickets according to priority of requestsThoroughly document tickets on a real-time basisConsistently exceed defined Service Level AgreementsEnsure Ticketing Quality Assurance through proper ticket documentation and agreement selectionDocument internal processes and procedures related to duties and responsibilitiesQualifications / SkillsStrong attention to DetailTechnical awareness: ability to match resources to technical issues appropriatelyAbility to multi-task, adapt to changes quickly, and respond with a high sense of urgencyBasic technical diagnostic skills and operating system knowledgeUnderstanding of technical support tools and techniques used to provide IT servicesStrong verbal and written communications skillsTyping skills to ensure quick and accurate entry of service request details.Self-motivated with the ability to work in a fast-moving environmentCredentials and Experience1-2 years of field dispatching experience requiredExperience handling high volume service requestsMeasures of PerformanceReal-time Ticketing100% SLA Response ScoreTicket Quality Assurance score > 95%Personal CSAT Score > 96 0% Compliance TAP training goals#J-18808-Ljbffr

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