Job Details

Job Description

The Technical Dispatcher is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource.

Basic Functions

• Intermediate Client Server, Cloud (Azure, O365, AWS, GCS), Networking and Desktop Support

• Act as the single point of contact to the customer for all types of service requests

• Coordination of all support groups to ensure maximum utilization of billable resources

• Pre-process service requests as they arrive through email, phone or portal

• Schedule internal and field resources on the AutoTask Dispatch Calendar

• Monitor resource schedules to ensure prompt time entry on service requests

• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes and agreed outages

Additional Duties & Responsibilities

• Improve customer service, perception and satisfaction • Fast turnaround of customer requests

• Ability to work in a tam and communicate effectively

• Improve usage and increase productivity of support resources

• Escalate service requests that cannot be scheduled within agreed service levels

• Report the utilization of Support resources and successful completion of service request to the Director of Operations

• Work with clients requests such as password resets, account creations / terminations and

• Responsible for entering time and expenses in AutoTask as they occur

• Understand processes by completing assigned training materials and blueprints

• Enter all work as service tickets in AutoTask

Education & Experience

• BA/BS, preferably in computer science or a related field

• Basic Office 365 and/or Azure Certification preferred

• 2-4 years of IT Customer Service experience in a Managed Services Provider (MSP) environment Knowledge, Skills, & Abilities Required

• Complete basic IT troubleshooting

• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-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 services for which support is being provided.

• Understanding of support tools, techniques, and how technology is used to provide services.

• Self-motivated with the ability to work in a fast-moving environment