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Service Desk Dispatch

Company: Adept Solutions of Northern California
Location: Yuba City
Posted on: April 5, 2021

Job Description:

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.

Duties And Responsibilities

Service Coordination

  • 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 ConnectWise dispatch portal
  • Monitor resource schedules to ensure prompt time entry on service requests
  • Improve usage and increase the 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 the service request to the Pod Manager
  • Enter all work as service tickets into ConnectWise
    Customer Service
    • Act as a single point of contact to the clients for all types of service requests
    • Communication with clients as required keep them informed of incident progress, notify them of impending changes or agreed outages
    • Improve client service, perception, and satisfaction
    • Fast turnaround of client requests
      Training & Documentation
      • Understand processes in ConnectWise by completing assigned training materials and blueprints
      • Maintain current functional and technical knowledge of Adept Solution services
      • Train and pass certifications exams for vendors, as appropriate
      • Complete any Adept Knowledge assigned courses and training
      • Document work and track time thoroughly and accurately
        Technical
        • Reviewing and escalating alerts from our management and monitoring tools.
        • Review backup logs
        • Coordinate the overnight patching schedule
        • Track patching status to make sure machines come back online
        • Coordinate regular remote maintenance on managed devices
        • This description is not intended to describe every element of the position. From time to time, staff may be asked to perform various job-related duties not listed above.
          Requirements

          Technical Requirements
          • Basic computer and operating system knowledge
          • Understanding of support tools, techniques, and how technology is used to provide IT services
          • Typing skills to ensure quick and accurate entry of service request details
          • Ability to understand the backup, backup process, and backup and disaster recovery concepts
            Typical Education/Experience
            • College education in Computer Science, Information Technologies, or Related Fields.
            • Prior information technology or systems administration experience
              Performance Abilities
              • Ability to work in a team and communicate effectively
              • Interpersonal skills such as telephony skills, communication skills, active listening, and client-care
              • Ability to multi-task and adapt to change quickly
              • Ability to match resources to technical issues appropriately
              • Self-motivated with the ability to work in a fast-moving environment
              • Excellent troubleshooting skills
              • Items listed above are the minimum requirements
                Benefits
                • Health Care Plan (Medical, Dental & Vision)
                • Retirement Plan (401k, IRA)
                • Paid Time Off (Vacation, Sick & Public Holidays)
                • Family Leave (Maternity, Paternity)
                • Training & Development
                • Food & Snacks

Keywords: Adept Solutions of Northern California, Yuba City , Service Desk Dispatch, Other , Yuba City, California

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