GENERAL SUMMARY:

Charlotte Based Managed Service Provider Seeking representative to provide as a Helpdesk Dispatcher. The IT Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.


Essential Duties and Responsibilities:

• Act as a point of contact to the customer for all types of service requests via phone, email, and portal technologies
• Coordination and prioritization of all IT support groups and tickets to ensure maximum utilization of resources
• Pre-process service requests as they arrive through email, manual entry, or direct customer input
• Schedule internal and field technical resources on the 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

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests
• Ability to manage telephone queues, provide initial support triage, and redirect support as required.
• 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 Service Desk Manager
• Responsible for entering time and expenses as it occurs
• Enter all work as service tickets into PSA System

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Basic computer and operating system knowledge
• 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 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
• Familiarity of Connectwise, Kaseya, and AltiGen Phone system is a plus

Please submit Resume, Salary History and Requirements, when replying for this position! Authorization for background check is required for consideration of this position
Qualified candidates please submit a current resume, along with salary history to resumes@ne-t.com