Dispatcher; Service Coordinator

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.

• 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

• 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