Service Co-ordinator/Dispatcher

The Service Coordinator / 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 agreement (SLA). Strong client relations are a must.

KEY RESPONSIBILITIES:

1. Act as the single point of contact to the client for all types of service requests
2. Coordination of all IT support groups to ensure maximum utilization of billable resources
3. Pre-process service requests as they arrive through email, manual entry, or direct client input
4. Schedule internal and field technical resources on the ticketing portal
5. Monitor resource schedules to ensure prompt time entry on service requests
6. Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
7. Improve client service, perception, and satisfaction in how clients experience expedient turnaround
8. Ability to work in a team and communicate effectively
9. Improve usage and increase productivity of IT support resources
10. Escalate service requests that cannot be scheduled within agreed service levels
11. Report the utilization of IT Support resources and successful completion of service requests to the Service Manager
12. Enter all work as service tickets into Portal

QUALIFICATIONS:

1. Proficient Use of CRM/Ticketing tool (e.x. Freshdesk, Zoho, Salesforce)
2. Interpersonal skills, such as telephony skills, communication skills, active listening, and customer-care
3. At least 2 – 5 years of Dispatch/Customer Service/Vendor Management or Administrative Positions.
4. Proficient in Microsoft Office Suite (Outlook, Word, Excel and PowerPoint)
5. Understanding of support tools, techniques, and how technology is used to promote business uptime.

SKILLS & KNOWLEDGE:

1. Basic computer and operating system knowledge
2. Interpersonal skills: such as telephony skills, communication skills, active listening and client-care
3. Ability to multi-task and adapt to changes quickly
4. Technical awareness: ability to match resources to technical issues appropriately
5. Service awareness of all organization’s key Tech Support for which support is being provided
6. Understanding of support tools, techniques, and how technology is used to provide Tech Support
7. Typing skills to ensure quick and accurate entry of service request details
8. Self-motivated with the ability to work in a fast moving environment

Must be able to:

1. Prepare, read, comprehend and analyze a variety of complex forms, reports, spreadsheets, maps, plans, records, documentation and correspondence in all languages required by the job.
2. Speak to individuals or groups of people with poise, voice control, confidence and professional integrity.
3. Respond adequately to inquiries or complaints.
4. Write using standard convention in all languages required by the job.
5. Apply principles of logical or scientific thinking to define problems, collect data, establish facts and draw valid conclusions.
6. Apply common sense understanding to carry out instructions furnished in written, oral or diagrammatic form.
7. Communicate effectively and efficiently in all languages required by the job using whatever communication device or system is required (telephone, et.al.)
8. Use/interpret job related terminology, mathematical formulas and functions effectively and efficiently.
9. Deal with people beyond giving and receiving instructions maintaining effective working relationships.
10. Perform under stress, deal with persons acting under stress and adapt when confronted with emergency situations.
11. Be sensitive to cultural differences among individuals and groups of persons.
12. Operate/use a variety of job specific office machines and other office equipment.
13. Manage multiple high priority initiatives in a fast paced, highly technical environment.
14. Successfully perform the planning, directing, reporting and administrative responsibilities of this position.