The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by actively monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource. Essential Duties and Responsibilities The essential duties and responsibilities of the Service Desk Dispatcher are listed below; however, they are not limited to that which is mentioned below. • Act as the single point contact to the customer for all types of service requests. • Coordination of all support groups to ensure maximum utilization of billable resources. • Pre-process service request as they arrive through email, manual entry, or direct customer input. • Schedule internal and field 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, and agreed outages. Additional Duties and Responsibilities Additional duties and responsibilities of the Service Desk Dispatcher are: • Improve customer service, perception, and satisfaction. • Fast turnaround of customer requests. • Ability to work in a team and communicate effectively. • Improve usage and increase productivity of support resources. • Escalate service requests that cannot be scheduled within agreed service levels. • Report the utilization of Support resources and successful completion of service requests to the Service Desk Manager. • Responsible for entering time and expenses as they occur. • Understand the business processes by completing assigned training materials and blueprints. • Enter all work as service tickets
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.