Service Desk Dispatcher

4 weeks ago

Manila, National Capital Region, 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 Services
Print Solutions
Cloud Services
Security 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, schedule
and 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 Setup
Company Laptop provided
HMO Coverage on Day 1 + Free HMO Dependent After 6 Months
Paid Time Off (Vacation Leave, Sick Leave, Birthday Leave, Maternity Leave, Paternity Leave, Solo Parent Leave, and more)
Unused Leave Conversion
Attendance Bonus
Annual Bonus
Monthly Prizes and Bonuses
PHP 10k to 30k Referral Bonus

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