Job Summary:
HiTech Computers is a company dedicated to providing quality PC repair and sales since 1997. The Service Desk Dispatcher role involves managing service requests, scheduling service engineers, and maintaining strong client relationships while providing exceptional customer service.
Responsibilities:
• Serve as the main point of contact for all service requests from clients.
• Coordinate with various IT support groups to optimize the utilization of resources.
• Manage incoming service requests via email, manual entry, or direct client input.
• Schedule internal and field technical resources using the ConnectWise dispatch portal.
• Monitor resource schedules to ensure timely time entry on service requests.
• Communicate with clients to provide updates on incident progress and notify them of any changes or planned outages.
• Enhance client satisfaction and perception of service.
• Provide quick turnaround on client requests.
• Collaborate effectively within a team and communicate efficiently.
• Improve the productivity and usage of IT support resources.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Track the utilization of IT support resources and successful completion of service requests in reports for the Service Manager.
• Enter all work as service tickets into ConnectWise.
• Welcome clients and visitors to the office.
• Support the hardware intake department.
Qualifications:
Required:
• Basic understanding of computer systems and operating systems.
• Strong interpersonal skills, including effective communication and client care.
• Ability to multitask and adapt quickly to changes.
• Technical awareness to appropriately match resources with technical issues.
• Knowledge of key IT services provided by the organization.
• Familiarity with support tools, techniques, and technology used for IT services.
• Fast and accurate typing skills for entering service request details.
• Self-motivated and able to thrive in a fast-paced environment.
• Prior experience in client service or phone-related roles with knowledge of computer system support terminology.
Company:
We also provides the following services/solutions: - Computer Supply & Accessories - Wi-Fi Solution - High Speed Internet Access (HSIA) - Bandwidth Management / Internet Aggregation - Software-Define Wide Area Network (SD-WAN) - CCTV Services - Data Centre Design & Implementation - Local Area Network Switches Supply & Installation - Property Management System (PMS) - Point of Sale System (POS) - Financial Management - Human Resource / Payroll - ERP System - End-Point Security / Antivirus - Network Firewall Security - Software/Applications Licensing - Server Hardware (Physical/Virtual) - Biometric Time & Attendance System - Computer Repair & Services Founded in 2020, the company is headquartered in Davao, Davao Del Sur, PH, , with a team of 11-50 employees. The company is currently Early Stage.
