Help Desk Dispatcher

POSITION OVERVIEW:

The Help Desk Dispatcher is responsible for ensuring the efficient utilization and prioritization of internal and field resources within the organization. This position is tasked with the daily dispatch of service requests, as well as actively monitoring and managing incoming client inquiries to facilitate the prompt allocation to the appropriate resource and location. The Help Desk Dispatcher holds a key position in the optimization of support processes. By orchestrating the timely dispatch of service requests, this role contributes significantly to the overall goal of maintaining high service standards. The coordination and allocation of resources are essential in enhancing the organization's ability to address client needs promptly and effectively. The Help Desk Dispatcher is highly motivated with the desire and drive to learn quickly. Candidates enjoy working in a fast-paced environment, with the ability to work independently or with a team.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

The following is a list of essential job functions and responsibilities for the Help Desk Dispatcher. Other duties and responsibilities may be added as needed, or modified from time to time.

• Process service requests as they arrive through email, manual entry, or direct customer phone calls.
• Manage technicians' calendar appointments for all technical support staff to coordinate project and support work while maximizing utilization.
• Ensure client requests are properly acknowledged and routed for support.
• Monitor resource schedules to ensure adequate time entry on service requests.
• Track and manage the location of all technical support staff to ensure timely recording of all support activities and the resolution of issues.
• Provide communication with customers by keeping them informed of iUpgrade to see actual info progress, notifying them of impending changes, and outages with vendors and Xobee provided services.
• Monitor resource schedules to ensure prompt time entry on service requests.

REQUIRED SKILLS AND EXPERIENCE:

Minimum 1 year of customer service:

• Excellent clerical and organizational skills to keep track of schedules, routes, and personnel.
• Ability to multitask with different, and sometimes conflicting, events happening at the same time.
• Ability to work under stress and remain calm during rapidly changing circumstances.
• Ability to relay information in a fast-paced environment.
• Active listener with excellent communication skills, sound judgement, and critical thinking.
• Ability to work in a team.

Preferred Skills and Experience:

• 2 years of IT or customer service experience and/or relevant education.
• Previous MSP experience is a plus.