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
  

• 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
  

• 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
  

• 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.
  

• 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
  

• College education in Computer Science, Information Technologies, or Related Fields.
• Prior information technology or systems administration experience
  

• 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
  

• 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