Dispatch coordinator
Job Posting for Dispatch coordinator at Palmetto Technology Group, Inc.
JOB TITLE : IT Service Desk Dispatch Coordinator JOB SUMMARY : Responsible for managing incoming service requests, defining service impact and urgency, managing client expectation, and scheduling service team resources to ensure meeting client’s service-level agreement and client satisfaction.
POSITION RESPONSIBILITIES : Operational :
- Serve as the first point of contact to the client for service requests
- Triage incoming service tickets and phone calls
- Ability 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
- Document internal processes and procedures related to duties and responsibilities 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
- 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 CREDENTIALS AND EXPERIENCE :
- 1-2 years of field dispatching experience required
- Experience handling high volume service requests MEASURES OF PERFORMANCE :
- Real-time Ticketing
- 100% SLA Response Score
- Ticket Quality Assurance score >
- Personal CSAT Score >
- 100% Compliance TAP training goals Powered by JazzHR
Last updated : 2024-05-17
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Job openings at Palmetto Technology Group, Inc.
Greenville, SC
Full Time
De Kalb, IL
Full Time
De Kalb, IL
Full Time
De Kalb, IL
Full Time
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