Service Desk Dispatcher - London, United Kingdom - Vicit

Vicit

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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
Report the utilisation of IT Support resources and successful completion of service requests to the Service Manager

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

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