Department: Service
Reports to: Service Manager

General Summary:

The Dispatcher is responsible for attaining maximum utilization of technical resources through daily dispatch of service requests.

Handling incoming service request from clients; assign, schedule and dispatch service technicians for remote or onsite service according to urgency, and service level agreement (SLA). Strong client relations are a must.

Position Responsibilities include:

  • Act as the single point of contact to the client for all types of service requests
  • Coordination of all technical resources to ensure maximum utilization
  • Triage service requests as they arrive through email, manual entry, or direct client input
  • Schedule remote and onsite resources on the ConnectWise 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 the productivity of IT support resources
  • Escalate service requests that cannot be scheduled within agreed service levels
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
  • Enter all work as service tickets into ConnectWise

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

Credentials and Experience:

Previous Client Service or phone related skills; familiarity with computer system support terminology concepts

Pay: Base + Monthly Bonus based on measurable KPI's

Key Qualities:

  • Reliability and discretion
  • Adaptability
  • Good written and verbal communication skills
  • Organizational skills
  • IT Skills
  • Initiative
  • Attention to detail
  • Enjoys working with puzzles