IT Technical Dispatcher – 1 Year Tech Experience Required

Glenside, PA
Salary: $14.00 to $18.00 /hour

Job Description

If you have Customer Service Experience, and want to transition into the Technology World then this job is for you! We are looking for someone that is detail oriented, enjoys talking to people, and wants to learn and grow their technical experience. You will be answering the phone, managing the support boards and tickets, communicating with our technicians directly, and scheduling their days. This is not a forever role, after you master this dispatch role, and have a solid technical skill set, you will be transitioned to a help desk position.

The Technical 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.

Additionally, the Technical Dispatcher resolves some technical issues. Examples include, password resets, automation and alert errors, simple backup failures, new user onboarding and terminations, and simple how to, quick fix items and more.

Knowledge, Skills, and Abilities

  • Advanced 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
  • Attention to detail 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 inbound service requests
  • Coordination of all IT support groups to facilitate utilization of billable resources
  • Pre-process service requests as they arrive through email, telephone, manual entry, or direct client input via the portal
  • Schedule internal and field technical resources on the ConnectWise dispatch portal
  • 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 Team Leads & Service Manager
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
  • Enter all work as tickets or activities into ConnectWise
  • Perform reporting and administrative tasks
  • Learn to complete the list of technical items listed below
  • Create new companies from Business Cards and leads posted to the Sales board

Job Type: Full-time

Salary: $14.00 to $18.00 /hour

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