Senior Service Desk Dispatcher

With 10 years of applied knowledge and experience and a broad network of global partners and vendors, All I.T. helps with the most common I.T. issues to the more complex ones. Our specialty lies in multi-site installations and deployment projects.

With our vast global talent pool, exceptional project coordination, and customer-friendly ticket management system, we minimize the need for traditional staffing and enable our clients to access a dedicated contingent workforce 365 days a year.

Job Summary:

The Service Desk Dispatcher is responsible for attaining maximum utilization of field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource.

Essential Functions:

Serve as the primary point of contact for customer service requests via phone, email, and ticketing systems.
Collect information by listening and asking questions of customers in order to determine types of calls, assign priority levels and dispatch criteria.
Provide clear information to IT personnel regarding types of calls and to end users regarding the status of requests.
Ensure efficient coordination, prioritization, and scheduling of Outsource Technician activities to ensure that the Service Level Agreement is being adhered to.
Provide Help Desk administrative functions to establish and maintain positive customer relations
Interpersonal skills, such as telephone skills, communication skills, active listening, and customer care.
Ability to multi-task and adapt to changes quickly.
· Technical awareness: the ability to match resources to technical issues appropriately.
Ability to multi-task and adapt to changes quickly.
· Technical awareness: the ability to match resources to technical issues appropriately

Minimum Job Requirements:

Education: BA/BS, preferably in computer science, business administration, or a related field.
Experience: One (1) year of relevant work experience in an IT Department or customer service experience, as well as dispatching to subcontractors or field personnel in the USA.
Specific Skills: Knowledge of ticketing systems, office 365 suite, RingCentral, i.t. terminology, USA geography.

How to Apply: Click the Link.
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