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
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