Service Dispatcher

Heritage Technology Solutions is a full-service network integrator offering complete solutions that include high-quality computer products, printer hardware, software applications, network consultation, design, cabling, and support. Our emphasis is focused on integrating Internet connectivity, mass storage, voice/data communications, document imaging, security solutions and telephone systems with network technology. Incorporated in 1983, our business occupies a 4000 square foot service facility, centrally located to service our Chicago, suburban and Northwest Indiana clients.

Just minutes away from major expressways, we can provide the fast response our customers demand and deserve.

The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. Know where your engineers and techs are at ALL times.

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. Ultimately responsible for knowing the progress of each service request, identifying issues, and escalating accordingly. Responsible for making sure that tickets are being worked in real-time and documented consistently.

Responsible for identifying issues with time tracking and timesheets. Responsible for communicating issues to the Service Manager regularly throughout the day.

• Act as the single point of contact to the client for all types of service requests
• Act as primary “after hours” service emergency contact for dispatch
• 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 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
• Escalate service requests that cannot be scheduled within agreed service levels
• Understand processes in Connectwise by completing assigned training using Connectwise University
• Enter all work as service tickets into Connectwise
• Manage the service delivery team’s daily activities
• Interface with appropriate technical personnel for client problems
• Drive problem investigations and resolution as required
• Design and maintain process documentation for the service delivery team
• Responsible for service scheduling, escalation and client satisfaction
• Active role in daily management of all services calls
• Responsible for service billing
• Responsible for maintenance contract management and billing
• Ensure quality and profitable services are performed to the agreed SLA
• To ensure that systems, processes and methodologies are followed according to company guidelines
• To build relationships with clients and participate in necessary client meetings (pre & post sales)

• Skill in planning and preparing written communications
• Skill in leading people and getting results with a strong client orientation and ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively
• There may be a requirement to work outside normal office hours to undertake routine maintenance or resolve problems
• Very strong written and verbal communication skills
• Creative thinking, to be able to come up with…