IT Dispatcher
Posted 12ds ago
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Job Description
IT Dispatcher providing support for Service Desk technicians at Xantrion. Handling calls and chat requests in a remote work from home environment.
Responsibilities:
- Answer high volume incoming calls and chat requests from our call center.
- Identify incoming service requests within ConnectWise Triage board and remove unwanted SPAM.
- Perform ticket triage by clarifying and updating fields within tickets to ensure technicians can quickly and accurately gauge the scope of the service requests.
- Schedule tickets to the most appropriate resources based on urgency, availability, and technician skill level.
- Adhere to internal security policies by seeking approval for access changes in service requests from client’s IT liaison in writing, where appropriate.
- Set client expectations regarding the availability of resources for tickets that come into the service board and tickets that require dispatching.
- Maintain an awareness of trends in client’s service requests and alert service managers or primary consultants to recurring issues, particularly when problems reported may be indicative of a larger issue.
- Assist with low level tickets such as password reset requests and group membership changes.
- Make outbound phone calls on positively rated tickets and request they convert to positive reviews on Google.
- Forecast workload for support staff, including weekend and after-hour work, to assist with scheduling and escalating work.
- Prepare resource schedules for helpdesk coverage, escalation engineers, on-call resources, departmental shadowing, and team meetings.
- Update client information (i.e. client engineer assignments, primary liaisons, etc.), as needed.
- Periodically review open requests and verify their status, proper client agreements are selected, and a resource is assigned.
Requirements:
- High school diploma or equivalent.
- Minimum of 2 years in customer service, dispatching, project management, or equivalent combination of education and experience.
- Customer service experience in a call center, dispatch center, or telecommunications organization is a plus.
- Previous MSP dispatch and/or coordination experience is highly desired.
- Experience with ConnectWise or similar ticketing systems is highly desired.
- Ability to quickly and accurately determine incident scope and impact.
- Demonstrable competency in use of MS Office products: Outlook – high level for e-mail and organizational tracking tasks, Excel / Word – intermediate skill.
- Ability to multitask with an appropriate sense of urgency.
- Superior customer service and communication skills, both written and verbal.
- Efficient time management skills.
- Superior documentation and follow-up skills.
- Spanish bilingual skills are highly preferred.
Benefits:
- 100% of medical, dental, and vision for you and your family.
- 401K with company match up to 4% of salary.
- Certification and training reimbursement.
- 17 days/year PTO (in addition to training allowance).
- Bonuses for referring new clients or employees.
