Service Desk Coordinator & Dispatcher

• Act as the single point of contact to the customer for all types of service requests
• Coordination of all IT support groups 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
• Improve customer service, perception, and satisfaction
• Fast turnaround of customer 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 Service Desk Manager
• Responsible for entering time and expenses in ticketing system as it occurs
• Understand processes in ticketing system by completing assigned training materials
• Enter all work as service tickets into ticketing system
• General clerical and administrative work as needed

• You have at least 2 years experience, ideally within a Service Management role.
• You have working knowledge of connectwise, English and organization
• You are a strong team player who can manage multiple stakeholders
• You pay strong attention to detail and deliver work that is of a high standard
• You possess strong analytical skills and are comfortable dealing with numerical data

• Work within a company with a solid track record of success
• Great work environment
• Flexible working options

FUNCSHUN