General Summary:
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 IT Technicians 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 Nilear 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 Technical Service Director
– Understand processes in Nilear by completing assigned training materials and
blueprints through Nilear Training
– Enter all work as service tickets into Nilear
Knowledge, Skills, and Abilities:
– Basic computer and operating system knowledge
– Interpersonal skills: such as telephony skills, communication skills, active listening and
client-care
– Ability to multi-task and adapt to changes quickly
– Technical awareness: ability to match resources to technical issues appropriately
– Service awareness of all organization’s key IT services for which support is being
provided
– Understanding of support tools, techniques, and how technology is used to provide IT
services
– Typing skills to ensure quick and accurate entry of service request details
– Self-motivated with the ability to work in a fast moving environment
