Dispatcher

Service Desk DispatcherCynergy Technology is a managed IT services provider that has been delivering outstanding results for clients across the legal, medical, manufacturing, non-profit, professional services and other industries for over 42 years. With two locations in east Texas, companies throughout the state and beyond have come to rely upon Cynergy to design, build, secure, support and improve their IT environments by recruiting, training, and nurturing the industry’s top tech talent.The Service Desk Dispatcher is responsible for all inbound user service requests; coordinating dispatch of technicians for user issues requiring on-site resolution; and organizing technician schedules for all Service and NOC staff.The Service Desk Dispatcher will be responsible for communicating directly with Cynergy customers, who are the users of the service, and are requesting service regarding issues via phone, email, software agent, or customer portal. The Service Desk Dispatcher is responsible for attaining maximum utilization and prioritization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so requests can be dispatched to the appropriate resource and location. The ideal candidate must be an effective communicator, well organized and able to multitask.RESPONSIBILITIES INCLUDE THE FOLLOWING:·        A point of contact to the customer for all types of service requests.·        Coordination of all IT support groups to ensure maximum utilization of billable resources.·        Pre-process service requests as they arrive through phone call, email, manual entry, or direct customer input.·        Schedule internal and field technical resources on the dispatch portal.·        Monitor resource schedules to ensure prompt time entry on service requests.·        Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.·        Route incoming and existing tickets to the appropriate service group.·        Monitor open service tickets to make sure the team is meeting customer SLA’s.·        Improve customer service, perception, and satisfaction with fast turnaround of customer requests.·        Ability to work in a team and communicate effectively.·        Improve usage and increase 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 service requests to the Service Manager.·        Responsible for entering time and expenses as they occur.·        Enter all work as service tickets into the computer system.·        Escalate requests to other team members as necessary. QUALIFICATIONS:Basic computer and operating system knowledge.Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.Ability to multi-task and adapt to changes quickly.Technical awareness: ability to match resources to technical issues appropriately.Service awareness of all organization’s key IT services for which support is being provided.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.Self-motivated with the ability to work in a fast-moving environment. EDUCATION/SKILLS/EXPERIENCE:Previous customer service experience desired.Bachelor’s degree or equivalent work experience in coordinating team workloads.Positive attitude and a strong willingness to continually learn.