Service Desk Dispatcher

Job Description
This is a remote work-from-home position. Multiple Shifts are available between 7am-8pm CST.

We need another Guru!
Tech Guru is growing – and we invite the best and the brightest people in
technology to join our team! We are currently seeking candidates for the following
role:
Service Desk Dispatcher

What We’re Looking For:
Our employees reflect our core values:
Caring
Accountable
Responsive
Empathetic

But you know what else? We like to work hard while having fun, and we look out
for each other. It’s a solid team.

What Does a Service Desk Dispatcher Do?
The Service Desk Dispatcher is responsible for attaining maximum utilization of
internal and field technical resources through daily dispatch of service requests.
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.
• Act as the single point of contact to the client for all types of service requests
• Coordination of all IT support groups to ensure maximum utilization of
billable resources
• Pre-process service requests as they arrive through email, manual entry, or
direct client input
• Schedule internal and field technical resources on the Autotask dispatch
portal
• Monitor resource schedules to ensure prompt time entry on service
requests
• Communication with clients as required: keeping them informed of incident
progress, notifying them of impending changes or agreed outages
• Improve client service, perception, and satisfaction
• Fast turnaround of client requests
• Ability to work in a team and communicate effectively
• Improve usage and increase the productivity of IT support resources
• Escalate service requests that cannot be scheduled within agreed service
levels
• Report the utilization of IT Support resources and successful completion of
service requests to the Service Manager
• Understand processes in Autotask by completing assigned training
materials and blueprints on the Autotask Academy
• Enter all work as service tickets into Autotask

Knowledge, Skills, and Abilities:
• Basic computer and operating system knowledge
• Interpersonal skills: such as telephony skills, communication skills, active
listening, and client-care

We can’t wait to hear more about you and why you’d be a fit for Tech Guru!
Job Type: Full-time

Schedule:
• Day shift
• Monday to Friday
• Overtime

Education:
• High school or equivalent (Required)

Experience:
• Dispatching: 2 years (Required)
• Customer service: 2 years (Required)
Work Location: Remote

How to Apply:
Reply to this posting a video answering the following questions as a first-phase interview:
– Please introduce yourself and share a little bit about your background
– What appeals to you about this role and our company?
– How have your past experiences set you up for success in this function?
– Anything else you’d like us to know!