We are Hiring! Part Time Service Desk Dispatcher

This position is a part time role with the ability to work a flexible schedule. Working hours would fall between 8:30 am and 5:00 pm, Monday through Friday but this is variable and we are open to someone who would like to work either a couple of hours in the morning or afternoon or even . We currently have a Service Desk Coordinator that is mainly responsible for this role. The applicant we hire for this role would be working directly with the current Coordinator to help with overflow and sharing duties during their shift so our current Coordinator can take on some other responsibilities.

Applicant will be responsible for tracking and triaging support tickets for our local IT managed services firm. The applicant should display a positive and proactive attitude, strong organizational skills, and the ability to prioritize and multitask and be a strong communicator, both on paper, email and over the phone. He or she will frequently deal with higher levels of management. In addition, they will have the ability to communicate effectively and tactfully – our clients are extremely valuable to us so we want to make sure they are treated with care.

The Service Desk 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.

Position Responsibilities:

• Act as the single point of contact to the client for all types of service requests
• Coordination of all IT support groups to ensure maximum utilization of billable resources
• Pre-process service requests as they arrive through email, manual entry, or direct client input
• Schedule internal and field technical resources on the ConnectWise dispatch portal
• Monitor resource schedules to ensure prompt time entry on service requests
• 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 Service Desk Coordinator
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as service tickets into ConnectWise

A background check and technical quiz will be required of all applicants. If you are offered the job, there will be a MANDATORY drug test given before signing our job offer.