Service Desk Coordinator

Our Partner Client specializes in developing customized IT services whether that be Managed IT Support or Custom Software Development. They aim to remove unnecessary costs and inefficient tools to give you a clear upper hand over your competition. Their vision for IT Services is to build better happier lives through technology and creativity.

The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field technical resources through the 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.

This is a full-time role, on a US shift and a Work From Home set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

DUTIES & RESPONSIBILITIES:

• Pre-process service requests that arrive through email, manual entry, or direct client input.
• Act as the single point of contact to the client for all types of service requests.
• Review and categorize incoming service tickets based on priority, urgency, and complexity.
• Gather additional information from clients as needed to ensure accurate ticket documentation.
• Coordinate all IT support groups to ensure maximum utilization of billable resources.
• Schedule internal and onsite resources on the Autotask dispatch portal.
• Monitor resource schedules to ensure prompt time entry on service requests.
• Communication with clients as required: keeping them informed of incident progress, and notifying them of impending changes or agreed outages.
• Improve client service, perception, and satisfaction; perform post-resolution follow-ups to requests.
• Fast turnaround of client requests.
• Ability to work in a team and communicate effectively.
• Improve usage and increase productivity of IT support resources.
• Ensure that all ticket information, including issue details, troubleshooting steps, and client interactions, is accurately documented.
• Update and improve documentation to streamline the triaging process and support continuous improvement.
• 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 Service Manager.
• Enter all work as service tickets into Autotask.
• Identify recurring issues and report them to the Service Desk Manager to improve resolution processes and reduce incident frequency.

REQUIREMENTS:

• 3+ Years of previous IT support experience in an MSP environment handling SME clients
• Experienced in using the Autotask dispatch portal
• Previous Client Service or phone-related skills; familiarity with computer system support terminology concepts.
• Basic computer and operating system knowledge.
• Interpersonal skills: such as telephony skills, communication skills, active listening, and client care.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organizations key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Excellent communication skills in English (verbal and written).
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.