Schedule: Monday - Friday, 3:00 PM - 12:00 AM
The Dispatcher is responsible for triaging and scheduling remote and field technical resources on daily service calls and tickets. This position is also responsible for attaining maximum utilization of technical resources through daily dispatch of service requests.
Essential Duties and Responsibilities
Triage service requests as they arrive through email and/or follow-up via direct customer call to ensure clarity of problem. This includes but not limited to verifying service entitlement, create new or update existing tickets, obtain and verify all relevant information to triage the ticket.
Ensure proper SLA is applied including proper prioritization of all incidents and requests.
Ensure maximum utilization of resources via dispatch portal including:
scheduling using resource calendar entries for all service tickets and
continuously assess tickets/requests as it relates to higher priority tickets and reschedule as appropriate to meet required SLA.
Escalate service requests that cannot be scheduled within agreed service levels.
Communication with customers as required.
Brief customers and/or management on the status of resolution efforts.
Responsible for entering time and expenses as it occurs.
Other duties as assigned.
Preferred Knowledge and Skills
Good customer service orientation and appreciation of role as support representative.
Maturity of judgment under pressure/ability to diagnose level of user need and to escalate problem without delay to appropriate levels for resolution.
Considerable client and end-user interface by phone and/or in-person necessitates good (clear) verbal communication skills and credible customer presence.
Skill in preparing written communications and materials.
Flexibility and the ability to operate under stressful, time-sensitive deadlines.
Strong demonstrated analytical and creative problem-solving skills.
Experience with PC technologies (Windows XP, 7, 8, MS Office) is required.
Basic network technology concepts (Email, Servers, Firewalls, VPN, DNS, Mobile Devices).
Previous MSP experience, or experience supporting external customer base preferred.
Required Professional IT Certifications and Experience
Education: GED or HS Diploma
IT experience: 1 year minimum
*Must be able to lift up to 30 pounds.
*Please Note: BCS365 participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.