IT Dispatch and Customer Service Officer

The IT Dispatch and Customer Service Officer will be responsible for coordinating and dispatching IT support services while providing outstanding customer service. This role requires excellent communication skills, strong organizational abilities, and a solid understanding of IT support processes.

Key Responsibilities:

* Dispatch Coordination:

– Schedule and dispatch IT support technicians to client sites or remote support sessions.
– Prioritize and assign service tickets based on urgency and technician availability.
– Monitor the progress of dispatched tasks and ensure timely resolution.

* Customer Service:

– Act as the first point of contact for clients seeking IT support.
– Provide prompt and professional responses to customer inquiries via phone, email, or chat.
– Resolve basic technical issues and escalate more complex problems to appropriate technical staff.
– Maintain a high level of customer satisfaction through effective communication and problem-solving.

* Administrative Duties:

– Maintain accurate records of service requests, technician assignments, and customer interactions.
– Prepare and distribute daily, weekly, and monthly reports on service ticket status and performance metrics.
– Assist in the development and improvement of dispatch and customer service procedures.

* Technical Support:

– Troubleshoot basic IT issues and provide solutions or workarounds.
– Assist with remote installations, configurations, and software updates.
– Collaborate with technical teams to ensure seamless service delivery.
– Continuous Improvement:

* Gather and relay customer feedback to improve service quality.
* Participate in training sessions to stay updated on the latest technology and support practices.
* Suggest and implement improvements to the dispatch and customer service processes.

Qualifications:

* High school diploma or equivalent; additional technical certifications or coursework is a plus.
* Previous experience in a customer service or dispatch role, preferably within an IT or technical support environment.
* Strong understanding of IT support services and basic troubleshooting techniques.
* Excellent communication and interpersonal skills.
* Ability to multitask and manage time effectively in a fast-paced environment.
* Proficiency with ticketing systems and customer service software.
* Strong organizational skills and attention to detail.
* Ability to work independently and as part of a team.