Service Desk Dispatcher

Advantage Tech is searching for a Help Desk Specialist to work for their client based out if Lee's Summit, MO

The service dispatcher is a member of the service team and is responsible for service request intake from customers to assign, schedule and dispatch service technicians for remote or onsite service per urgency, and service level agreement (SLA).

Strong customer relations are a must. Possess above average ability for assessing ticket needs and scheduling technicians. Follow-up to ensure that service has been completed to customer’s satisfaction.

Provide Level 1 Help Desk assistance on routine computer support issues as time permits. The service dispatcher should have 1-2 years’ helpdesk experience and will be required to provide first call resolution for the most common technical service requests. Service requests that cannot be resolved will be documented and passed on to the appropriate service team member for further investigation and resolution.

Additional Info:

We are looking for good people who enjoy helping others and being part of a team. Being a self-driven and self-motivated are critical to working with us. This is NOT a micro managed position, being successful here would include being given a task and having the ability to execute that task without being constantly looked over and questioned. 

 

Duties and Responsibilities: 

  • Act as the single point of contact to the customer for all types of service requests
  • Coordination of all IT support technicians to ensure maximum utilization of billable resources
  • Pre-process service requests as they arrive through email, manual entry, or direct customer input
  • Schedule internal and field technical resources on the Company dispatch portal
  • 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 or agreed outages

 

Job Qualifications and Requirements:

  • Strong understanding of Scheduling resources
  • Solid Level 1 Help Desk skills
  • 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
  • Self-motivated with the ability to work in a fast-moving environment
  • MSP Experience as a Service Desk Technician is Plus
  • MSP Experience as a Dispatcher Bigger Plus

 

Ability to:

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

 

Advantage Tech is proud to be recognized as Kansas City Business Journal’s #1 locally owned IT staffing firm. We are passionate about delivering world-class service and value to our clients.  Advantage Tech’s customized recruiting model enables us to place consultants locally and nationally. Our clients want the best candidate at the most reasonable rate within a set timeframe; that’s precisely what we provide them.  We go even further.   Our consultant retention program gives our clients the added comfort our people will perform well and finish the project.

Please visit advantagetech.net to learn more about our culture, benefits and career opportunities

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