Dispatcher

POSITION RESPONSIBILITIES

• Serve as the first point of contact to the client for service requests
• Triage incoming service tickets and phone calls
• Able to assess technical issues and appropriately define impact and level of urgency
• Manage pending service requests to ensure customer satisfaction
• Escalate, schedule, and dispatch service tickets according to priority of requests
• Thoroughly document tickets on a real-time basis
• Consistently exceed defined Service Level Agreements
• Ensure Ticketing Quality Assurance through proper ticket documentation and agreement selection

QUALIFICATIONS/SKILLS

• Strong attention to Detail
• Technical awareness: ability to match resources to technical issues appropriately
• Ability to multi-task, adapt to changes quickly, and respond with a high sense of urgency
• Basic Technical Diagnostic Skills And Operating System Knowledge
• Understanding of technical support tools and techniques used to provide IT services
• Strong Verbal And Written Communications Skills
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment