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Posted: Tuesday, February 27, 2018 2:32 AM

Job Description
Job Summary:
The Service Desk Dispatcher is responsible for attaining maximum utilization 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 a must.
Essential Duties:
Act as the single point of contact to the client 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 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
Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Improve client service, perception, and satisfaction
Fast turnaround of client 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
Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
Enter all work as service tickets into ConnectWise
Other Duties:
Performs any other related duties as assigned by the Managed Services Team Lead, Service Manager, President, or any other appropriate administrator
Job Specifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
Minimum Qualifications (Knowledge, Skills and/or Abilities Required)
Basic computer and operating system knowledge
Interpersonal skills: such as telephony skills, communication skills, active listening and client:care
Ability to multi:task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organizations 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
Credentials and Experience:
Previous Client Service or phone related skills; familiarity with computer system support terminology concepts.
Advancement Opportunities:
* Strong positive client feedback
* Strong positive engineer feedback
* Actively recruits other high quality engineers
* High utilization of engineering teams time
Working Conditions and Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
Must have the ability to sit for extended periods of time; exhibit manual dexterity to dial a telephone, to enter data into a computer terminal; to see and read a computer screen and printed material with or without vision aids; hear and understand speech at normal levels and on the telephone; speak in audible tones so that others may understand clearly in person and on the telephone; ability to understand and follow oral and written instructions; physical ability to lift up to 25 pounds. *
* The work environment characteristics described herein are representative of t


• Location: Omaha

• Post ID: 12056422 omaha is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018