Hi-Tech Computers of Ruston, Inc.
Service Desk Dispatcher
Ruston, LA
·
Full time
The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. They will 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. They are also positioned to greet clients as they come into the office.
Description
Service Desk Dispatcher
General Summary:
The Service Desk Dispatcher is responsible for efficiently managing the allocation of internal and field technical resources to meet service requests from clients. They will handle the intake of service requests, assign and schedule service engineers, and maintain strong client relationships. Additionally, they will greet clients as they visit the office.
Position Responsibilities:
Serve as the main point of contact for all service requests from clients.
Coordinate with various IT support groups to optimize the utilization of resources.
Manage incoming service requests via email, manual entry, or direct client input.
Schedule internal and field technical resources using the ConnectWise dispatch portal.
Monitor resource schedules to ensure timely time entry on service requests.
Communicate with clients to provide updates on incident progress and notify them of any changes or planned outages.
Enhance client satisfaction and perception of service.
Provide quick turnaround on client requests.
Collaborate effectively within a team and communicate efficiently.
Improve the productivity and usage of IT support resources.
Escalate service requests that cannot be scheduled within agreed service levels.
Track the utilization of IT support resources and successful completion of service requests in reports for the Service Manager.
Enter all work as service tickets into ConnectWise.
Welcome clients and visitors to the office.
Support the hardware intake department.
Knowledge, Skills, and Abilities:
Basic understanding of computer systems and operating systems.
Strong interpersonal skills, including effective communication and client care.
Ability to multitask and adapt quickly to changes.
Technical awareness to appropriately match resources with technical issues.
Knowledge of key IT services provided by the organization.
Familiarity with support tools, techniques, and technology used for IT services.
Fast and accurate typing skills for entering service request details.
Self-motivated and able to thrive in a fast-paced environment.
Credentials and Experience:
Prior experience in client service or phone-related roles with knowledge of computer system support terminology.
Job Type: Full-time
Pay: $10.00 - $12.00 per hour
Benefits:
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance
Schedule:
8-hour shift
Monday to Friday (8-5)
Work Location: In-person at our Ruston office.
Salary
$10 - $12 per hour