Service Dispatch Coordinator

Job Overview

The Service Dispatch Coordinator is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests and dispatching them to the appropriate resource.

Essential Responsibilities (include but are not limited to):

Responsible for coordinating the schedules of remote and field technical resources
Create and assign service requests as they arrive through phone, email, or other means
Escalate support tickets related to technical solutions such as computer desktop and network troubleshooting
Organize technician schedules to ensure schedules are efficient and productive
Responsible for ensuring communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Act as a point of contact for clients for all types of service requests
Monitor open service tickets and escalate requests to other team members as necessary to ensure the team is meeting customer SLA’s
Report the utilization of IT Support resources and the successful completion of service requests to the appropriate resources
Responsible for ensuring prompt entries for time and expenses as they occur
Where applicable, support end-users in same-call resolution activities (e.g., password resets)
Additional duties as assigned.

Required Experience & Skills

Excellent Customer Service skills: such as telephone skills, communication skills, active listening, and customer care
Prior experience in a Managed Services environment with knowledge of support tools, techniques, and how technology is used to provide IT services
Ability to match proper technical resources to technical issues appropriately
Positive attitude, self-motivated with the ability to work in a fast-moving environment
Ability to work in a team and communicate effectively
Typing skills to ensure quick and accurate entry of service request details
1-3 years of customer service experience