Service Desk Dispatcher - Mississauga, Canada - ProServeIT

ProServeIT

Verified Company

Mississauga, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Do you want to make a big impact on a fast-growing IT organization? Do you want to be part of a team that truly supports employee growth and development? Are you someone with strong organization, time management, and communication skills? Then, we want you

The Service Desk Dispatcher is responsible for attaining maximum utilization of internal tech resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource in a timely manner.

Life at ProServeIT is fast paced, performance-driven, rewarding, and fun We value and support our team members' career growth and ongoing professional development.

And we recognize their achievements and outstanding results on a regular basis. We work hard and play hard.

"People Matter. Be like gumby. Do it right." These are the three values we follow every day. These truly represent who we are and what we care about.

Excited? Read on and apply Looking forward to hearing from you.

Responsibilities:

Act as the primary point of contact for customer service and issue resolution to assign tasks and tickets to IT Service Desk / Helpdesk, NOC and IT Systems Administrators
Work with clients and internal align Managed Services staff to escalate technical issues appropriately and in a timely manner
Own tickets to ensure processes are followed, communication is though, documentation is accurate, and tickets are closed out
Qualify client issues and open support tickets.
Monitor service boards for new tickets and or respond to tickets
Create, assign, prioritize, and coordinate inbound and internal tickets
Service ticket follow up
Monitor resource schedules to ensure prompt time entry/completion of service requests.
Manage ticket flow in our ConnectWise Manage and monitor SLAs and OLAs while actioning as required
Drive customer service and client relationship initiatives
Any additional or alternative duties that are reasonably consistent with position as required
Schedule onsite support and maintain SHIFTS schedules
Communicates with customer to accurately and concisely documents customer requirements for tickets and projects
Conveys sense of urgency to the customer appropriate for the circumstances of the incident
Proactively solicits feedback from recent tickets, in an effort to minimize future errors
Verify access request
Log and Track access requests according to established procedure
Review service tickets to ensure proper coding is applied to allow easy of invoicing and reporting purposes
Identifies recurring issues and alerts team lead of potential problems
Assist in maintaining client information and internal systems relating to Managed Services into IT Glue
Monitoring technicians' personal queues and reassigning tickets as required
Escalating tickets accordingly
Updating Managed Services SHIFTS for technicians

Qualifications:

Bachelor's degree or equivalent knowledge
1 to 2 years of experience within an Administrative Assistant, Customer Service, IT Support, or IT Project Coordinator role
A client focused mindset with strong customer skills
Strong scheduling, coordination, and follow up skills
Outgoing personality with excellent interpersonal skills and the ability to build rapport with clients
Must have excellent verbal communication and documentation skills
Proficient in Microsoft Office 365: Word, Excel, Outlook, Teams
Any proficiency using ConnectWise, IT Glue
Strong individual timemanagement and multitasking skills
Selfstarter who takes ownership of all tasks to successful completion
Detailoriented, ensuring accurate tracking of deliverables
Experienced in both Windows & Mac support and troubleshooting

- iOS & Android device support and troubleshooting