Dispatcher - Service Desk Coordinator

2 months ago

London, United Kingdom Huskky Full time

**COMPANY**

Our client is an MSP based in London. Named as one of Britain’s Top 50 Best Managed IT Companies. They’re the digital workflow and digital media storage specialists, helping small businesses who handle large scale data projects (such as production houses) find and maintain the right solutions.

**ROLE DESCRIPTION**

The Service Desk Dispatcher, part of the Service and Support team, will report to the Service Manager. The role is responsible for attaining maximum utilisation 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 essential.

**ROLE REQUIREMENTS**

Key responsibilities include:

- Act as the single point of contact to the client for all types of service requests
- Enter all work as service tickets into ConnectWise
- Schedule internal and field technical resources on the ConnectWise dispatch portal
- Monitor resource schedules to ensure prompt time entry on service requests
- Escalate service requests that cannot be scheduled within agreed service levels
- Coordination of all IT support groups to ensure optimised billable resources
- Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Report the utilisation of IT Support resources and successful completion of service requests to the Service Manager
- Fast and efficient turnaround of client requests
- Improve client service, perception, and satisfaction
- Improve usage and increase productivity of IT support resources
- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University

**REQUIRED SKILLS & QUALIFICATIONS**
- Experience working within customer service and client engagement
- Customer Service awareness of all organisation’s key IT services for which support is being provided
- Previous client service or phone related skills
- Familiarity with computer system support BASIC terminology concepts.
- Basic computer and operating system knowledge (such as Windows) and proficient skills with Microsoft packages (Word, Excel, PPT, Teams)
- Understanding of IT support tools, techniques, and awareness of how technology is used to provide IT services
- Excellent verbal and written communication skills
- A positive attitude and optimistic outlook
- Reliable and trustworthy
- A mindset of continuous improvement
- Driven by exceptional customer service
- Excellent communicator with good interpersonal skills
- Ability to work independently and as part of a team
- Good telephone manner and listening skills
- Ability to multi-task, be flexible and able to adapt to changes quickly
- Self-motivated with the ability to work in a fast-moving environment
- Structured and methodical approach
- Precise and detail-oriented
- Organised, good planning skills with good time management
- Strong influencing skills
- Strong positive client feedback
- Strong positive engineer feedback
- Optimisation and utilisation of engineering team’s time

**DESIRABLE SKILLS & QUALIFICATIONS**
- Experience working within an MSP (Managed Service Provider) in any sector
- Experience working within the technology services sector
- Previous Dispatcher or service desk experience in any sector
- Experience of using ‘Connectwise-Manage’
- Experience using any other customer service ticketing systems
- Technical awareness and ability to match resources to technical issues appropriately
- Efficient keyboard skills to ensure quick and accurate entry of service request details

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