IT Managed Services Dispatcher

Kraft & Kennedy

7h•$45,000 - $50,000•Remote

About The Position

Kraft Kennedy is a multidisciplinary consulting firm with expertise in technology strategies, application specialties, managed services and proactive support, technology and management consulting, and technology infrastructure. Combining this knowledge, our focused teams are dedicated to meeting the needs of our clients. If you are looking for a place where teamwork, client service, integrity, excellence, professionalism and continuous learning are core values, then Kraft Kennedy may be the place for you. The Support Practice Group of Kraft Kennedy is seeking applicants for the full-time position of Technical Dispatcher. You must live in one of these locations to be considered for this remote position. (Connecticut, Delaware, Florida, Georgia, Illinois, Maryland, Massachusetts, New York, South Carolina, North Carolina, Tennessee, Texas, Utah, Vermont, DC, Kentucky, Pennsylvania, Ohio or Washington.) Overview Kraft Kennedy is looking for a talented and driven individual to join our Service and Support division to be responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. This full-time position reports to the Service Manager and will work closely with co-workers, senior technical staff and other support staff in this collaborative, highly active, engaging environment. Make a difference for our clients and grow your technical skills in the process.

Requirements

Experience with technology Managed Service Providers.
Very organized and detail oriented, with a high degree of accuracy and follow up.
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
Service awareness of all organization’s key IT services for which support is being provide
Self-motivated with the ability to work in a fast-moving environment

Nice To Haves

Experience working at a managed service provider as a dispatcher is preferred.
Experience with ConnectWise is preferred.

Responsibilities

Act as first point of contact to the customer for all types of service requests.
Balance incoming work with available team members to maximize team utilization.
Pre-process service requests as they arrive through email, phone, manual entry, or direct customer input, including detailing the technical components of the problem and gathering information from remote monitoring tools.
Schedule internal and field technical resources on the ConnectWise 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
Improve customer service, perception, and satisfaction
Ability to work in a team and communicate effectively
Escalate service requests that cannot be scheduled within agreed service levels
Enter all work as service tickets into ConnectWise