Service Desk Dispatcher

Summary:

The Service Desk Dispatcher is responsible for receiving tickets sent in from our clients via email. You will categorize the tickets properly within our ticketing system then you will be assigning those tickets to our Service Desk Technicians.

What’s in it for you?

-Health Insurance (HMO)

-Competitive Salary

-Expanded maternity leave up to 120 days

-Allowances

-Paid Time offs (Vacation Leaves Are Convertible to cash if unused)

-Companywide events

-Fun & Relaxed environment

Job Details:

Service Desk Dispatcher

Eastwood Libis, QC (Work from Home)

Monday – Friday, 6 PM – 3 AM

Responsibilities:

·Act as the single point of contact to the customer for coordinating service delivery

·Manage ConnectWise calendar appointments for all technical support staff to coordinate project and support work maximizing utilization

·Pre-process service requests as they arrive through email, phone or chat, manual entry, or direct customer input

·Prioritize calls according to urgency and importance

·Creation of service tickets for technical support staff

·Tracks and manages location of all technical support staff to ensure timely recording of all support activities and the resolutions of issues.

·Monitoring the remote monitoring and management system alerts and notifications, and respond accordingly

·Communicate with clients and staff to effectively schedule service tickets

·Work collaboratively with clients, support staff, and management to avoid scheduling/prioritization issues.

·Maximize schedule efficiency and effectiveness of technical support staff

·Creates new requests from phone calls and offers technical support to resolve simple/fast requests immediately when possible/practical.

·Assign and update ticket priority levels per company standards and based upon client feedback.

·Ensure that the right resources are assigned, that they have the appropriate information, time allocated, and any other resources required to do the job

·Performs scheduling for routine pre-scheduled activity, on-demand requests, and emergency requests

·Maintaining the Dispatch Portal

·Ensures that ConnectWise calendar accurately reflects staff disposition

·Coordinate rescheduling as needed to accommodate urgent support requests

·Escalate service requests that cannot be scheduled within agreed service levels

·Report the utilization of technical support resources and successful completion of service requests to the Service Desk Manager

·Windows Desktop Support (End-user computing)

·Office 365 User Management

Qualifications:

·Minimum 2 years’ experience working in a technology solutions environment

·Excellent written and verbal communication skills

·Experience with ConnectWise (Nice to have)

·MSP Experience (Preferred)

·Strong decision-making and problem-solving abilities

·Strong interpersonal and relationship building skills

·Strong passion for customer service

·Exceptional organizational skills and the ability to handle multiple tasks concurrently.

·Ability to learn quickly in a fast-paced environment

·Proficient in English