Service Desk Dispatch/Technology Concierge Process

Who We Are
Tech Guru - IT for Accounting Firms specializes in creating high-performance, secure IT environments tailored exclusively for accounting firms. Guided by our core values—caring, accountability, responsiveness, and empathy—we deliver exceptional IT solutions that prioritize seamless client experiences.

What We Are Looking For

Tech Guru is seeking a Service Desk Dispatcher/Technology Concierge who is a highly organized, proactive, and empathetic professional. The ideal candidate thrives in fast-paced environments, excels in communication, and takes accountability for delivering exceptional customer service. They will be responsible for coordinating and scheduling service calls, maintaining real-time updates on the dispatcher dashboard, and ensuring timely and accurate responses to client and team inquiries. The role requires a blend of technical proficiency, problem-solving skills, and a strong commitment to operational excellence and client satisfaction.

Required Qualifications

Technical Knowledge and Skills:

Proficiency in scheduling tools, ticketing systems (e.g., Autotask), and communication platforms like Teams or Slack.

Advanced organizational skills with a proven ability to manage multiple tasks efficiently and accurately.

Familiarity with service management tools, dashboards, and SLA (Service Level Agreement) compliance metrics.

Strong technical aptitude, with proficiency in Microsoft Office Suite (Excel, Word, Outlook).

Customer Service & Communication:

Exceptional communication skills: Ability to articulate clearly, both verbally and in writing, ensuring clients feel understood and valued.

Empathy and professionalism: Demonstrated ability to listen actively to client concerns and provide thoughtful, compassionate solutions.

Strong interpersonal skills: to manage relationships with clients, technicians, and internal teams effectively.

Experience:

Minimum of 2 years in a dispatcher, service desk, or scheduling role, preferably in IT services or a customer-centric environment.

Proven track record in handling live scheduling, ticket prioritization, and technician coordination under time constraints.

Problem-Solving and Proactivity:

Proactive in identifying and resolving scheduling conflicts or potential issues before they escalate.

Demonstrated ability to prioritize tasks effectively and work efficiently under pressure.

Strong decision-making skills with the ability to adapt to changing priorities swiftly.

Accountability:

A track record of owning processes, ensuring accuracy, and maintaining high standards in service delivery.

Preferred Qualifications:

Experience analyzing trends and metrics to improve workflows and client satisfaction.

Knowledge of technician skill sets, escalation management, and workflow optimization in technical service delivery.

Certification in IT Service Management (e.g., ITIL) or advanced training in customer service.

A strong passion for technology with the ability to quickly grasp and adapt to new tools and systems. Demonstrates a natural aptitude for leveraging technology to improve workflows and solve challenges.



Role Definition and Objectives

Primary Role:

Coordinate and schedule service calls with optimal technician utilization.

Maintain real-time updates on the "Dispatcher Dashboard" to ensure accuracy and operational efficiency.

Serve as the first point of contact, promptly addressing client inquiries with empathy and professionalism.

Key Objectives:

Deliver exceptional customer experiences by prioritizing clarity, empathy, and responsiveness.

Ensure technician schedules are up-to-date and optimized for productivity.

Communicate effectively across teams, fostering collaboration and alignment.



Tools & Resources

Dispatcher Dashboard:

A centralized tool for live scheduling, ticket tracking, and technician availability.

Owned and maintained by the dispatcher, ensuring accuracy and usability.

Communication Tools:

Phones, Email, and Instant Messaging platforms (e.g., Teams, Slack) to manage client and team communications.

Reporting Tools:

Automated tools/templates for creating detailed daily and weekly metrics reports.



Process Flow

A. Call Scheduling

Receive and Log Requests:

Use Autotask to log requests, ensuring all relevant details (urgency, service type, client info) are captured.

Verify and Assign:

Match client needs with technician skill sets, considering workload and urgency.

Confirm schedules with clients and technicians, updating the Dispatcher Dashboard in real-time.

Track and Adjust:

Monitor task progress to ensure timelines are met.

Make adjustments as needed, prioritizing urgent cases proactively.

B. Communication Management

Respond Promptly:

Answer all phones within three rings and respond to emails within 1 hour.

Maintain detailed communication records in Autotask.

Coordinate Across Teams:

Align schedules and updates with Professional Services, Service Desk, and Client Success Managers.

Provide Updates:

Keep clients informed of schedule changes with transparency and empathy.

C. Dashboard Ownership

Perform daily checks to maintain real-time accuracy.

Proactively resolve conflicts, notifying stakeholders promptly.

Track and report key metrics like SLA compliance and technician utilization.

D. Reporting

Daily: Summarize technician availability and task status for management.

Weekly: Highlight trends and areas for improvement in service efficiency and client satisfaction.





Key Policies

Ownership: Dispatchers are fully accountable for maintaining the dashboard’s accuracy and functionality.

Communication Protocol: Respond promptly, keeping all client interactions professional and empathetic. Answer all phones within three rings, triage new tickets within 12 minutes, and respond to emails within 1 hour. Keep detailed records of all communications on the dashboard.

Time Management: Maintain a scheduling buffer for unforeseen delays or emergencies.

Escalation Management: Flag and prioritize urgent issues, ensuring timely resolutions.



Continuous Improvement

Feedback Integration:

Regularly collect feedback from technicians and clients to improve workflows and dashboard usability.

Process Updates:

Refine processes based on data insights and team feedback, ensuring the highest levels of client satisfaction.



Core Values:
At Tech Guru, all employees must align with our core values:

Caring: We genuinely care about the well-being of our clients, our team, and our company. We strive to create a supportive, nurturing work environment.

Accountable: We take ownership of our actions and responsibilities. We’re committed to delivering on our promises and meeting our obligations.

Responsive: We prioritize swift and effective communication, ensuring that we’re always available to address concerns and challenges as they arise.

Empathetic: We approach every situation with understanding and compassion, putting ourselves in others’ shoes to provide the best support possible.

Our Commitment to Diversity, Equity, and Inclusion

Tech Guru is committed to fostering a workplace where diversity, equity, and inclusion are not just principles but practices. We welcome individuals of all backgrounds to join our mission, ensuring that every employee and client is valued, respected, and heard.