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Service Desk Dispatch

Company: Adept Solutions of Northern California
Location: Yuba City
Posted on: May 3, 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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