Dispatcher (Service Coordinator)

M3 Networks•Fort Worth, TX

135d

About The Position

General Summary: 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 IT Technicians for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong client relations are a must.

Requirements

Basic computer and operating system knowledge
Interpersonal skills: such as telephony skills, communication skills, active listening and client-care
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organization’s key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast moving environment

Responsibilities

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 Nilear 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 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 Technical Service Director
Understand processes in Nilear by completing assigned training materials and blueprints through Nilear Training
Enter all work as service tickets into Nilear