Service Desk Dispatcher

7 days ago

Manila, Philippines STAFFVIRTUAL Full time

Account overview: Is a managed office solutions provider offering integrated technology services to businesses. With over 25 years of industry experience, they deliver tailored solutions to enhance productivity and efficiency. Core Services: Managed IT ServicesPrint SolutionsCloud ServicesSecurity Solutions 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, scheduleand dispatch service engineers for remote or onsite service according to urgency, and contractual service level objectives (SLOs). Strong communication skills is a must. Qualifications: Computer and operating system knowledge Interpersonal skills: such as telephony skills, communication skills, active listening and client-care Ability to stay organized and adapt to changes quickly Technical awareness: ability to match resources to technical issues appropriately Service awareness of all the organizations 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 Duties & 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 techs 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 through abundance of communication Fast turnaround of client requests Assist with monthly billing (in some cases) 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 Enter all work as service tickets into ConnectWise as needed Shift: 9:00 PM to 6:00 AM PHT Perks: Remote Work SetupCompany Laptop providedHMO Coverage on Day 1 + Free HMO Dependent After 6 MonthsPaid Time Off (Vacation Leave, Sick Leave, Birthday Leave, Maternity Leave, Paternity Leave, Solo Parent Leave, and more)Unused Leave ConversionAttendance BonusAnnual BonusMonthly Prizes and BonusesPHP 10k to 30k Referral Bonus

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