Dispatch Coordinator

Job DescriptionJob Description

Do your family and friends consider you the go to person for organizing events? Do you love coordinating people and enjoy challenges? Can you talk someone off a ledge? Can you quote movies and do you like helping others? If you answered yes to these questions, we’d love to hear from you. Tell us why you would be qualified for this position, include your resume and what you are looking for in your career.

Nemsys is the place for you to begin an amazing career This position is available because we are a growing company and need added talent. This job is challenging, but don’t worry, we will train you

With over 20 years in business delivering exceptional service, Nemsys understands the importance of hiring the best. Our combined talents, passion and vested interest in our culture, provide you the ultimate work experience. This position allows you to have fun, while working in the fast paced, ever changing information technology industry.

What you do:

As a Dispatch Coordinator (DC) at Nemsys you are responsible for coordinating exceptional IT support for our clients, while maintaining a professional and empathetic demeanor. You will work as part of our professional and managed services teams which encompasses all levels of computer expertise. Here you will interact directly with our clients and partner with your peers using your best problem solving methodologies. DC’s will document detailed notes, and gain a thorough understanding of the support requirements to meet and exceed our clients’ expectations.

The DC is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client and automated system generated requests, so that they can be dispatched to the appropriate resource. This is necessary to provide a great client experience.

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.

Must haves:

· Desire to have fun.

· 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.

· Qualify service requests as they arrive through email, manual entry, or direct client input.

· Schedule internal and field technical resources.

· 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.

• Ability to type 30+ WPM (words per minute).

 

Like to haves:

• Excellent listening and communications skills, both verbal and written.
• Strong client relationship skills.
• Organized, detail oriented and self-motivated.
• Strong computer skills and the ability to effectively communicate through e-mail.
• Ability to remain in contact with the client thru the completion of the incident.
• Critical thinker, problem-solving skills.
• Ability to build positive and collaborative relationships.
• Willingness to develop professionally.
• Ability to work with little supervision.

How will I determine success:

· Success in the DC position will be based on your ability to meet or exceed our client’s expectations in ensuring their incidents are completed to their satisfaction.

 

What’s in it for you:

· Work / Life Balance.

· Collaborative and FUN work environment.

· Competitive compensation package.

· Comprehensive medical with dental and vision options.

· Wellness benefits, vacation and personal time off pursuant of work/life balance encouragement.

· Professional growth opportunities such as advanced training, tuition reimbursement, and certification opportunities.

· Our environment enhances career growth by promoting from within the company.

 

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed. The Nemsys is an Equal Opportunity Employer.

Dispatch:

 

• 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.

• Qualify service requests as they arrive through tickets, email, manual entry, or direct client input.

• Schedule internal and field technical resources.

• 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.

• Excellent listening and communications skills, both verbal and written.
• Strong client relationship skills.
• Problem Solving
• Organized, detail oriented and self-motivated.
• Strong computer skills and the ability to effectively communicate on calls and through e-mail.
• Ability to remain in contact with the client thru the completion of the ticket.
• Critical thinker, problem-solving skills.
• Ability to build positive and collaborative relationships.
• Willingness to develop professionally.
• Ability to work with little supervision.
• Receive and record information for all calls
• Address problems and make requests by communicating with the necessary parties or providing solutions
• Receive calls about deliveries and dispatch orders for products
• Multitask and prioritize calls according to their urgency
• Monitor delivery progress and assure timely assistance
• Providing drivers with vital information about orders, inventory, tickets/multiple tickets, and requirements for on-sites

• Undertake administrative functions and serve as a clearinghouse for information and
requests for service and issues related to computer desktop and network
troubleshooting, information systems support, technical solutions services,
telecommunications support, audiovisuals support, IT training and records management
requests.

Essential Functions:

• Collect information by listening and asking questions of customers/CSS in all to determine
types of calls, assign priority levels and dispatch criteria.
• Provide clear information to IT personnel regarding types of calls and to end users
regarding status of requests.
• Ensure efficient coordination, prioritization, and scheduling of All IT Tech
activities to ensure that the Service Level Agreement is being adhered to.
• Provide Help Desk administrative functions to establish and maintain positive customer
relations by:
• ensuring that tickets are efficiently dispatched and routed
• tickets are monitored for quality control
• Service level performance reports are generated and distributed to IT managers
on a timely basis

 

Undertake administrative tasks related to, but not limited to, the following processes:

• timekeeping
• procurement
• receiving
• inventory control
• master calendar maintenance
• tracking of maintenance request from customers
• forward to billing

Company DescriptionNemsys provides businesses with a competitive advantage through technology.

Our connect technology solutions to small and medium sized businesses. The Nemsys Connect platform is highly scalable, grows with your business, mitigates technology risk, and optimizes your business resources. Our team approach to technology focuses on delivering solutions and support, which provide the secure access to your data, anytime, anywhere.Company DescriptionNemsys provides businesses with a competitive advantage through technology.\r
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Our connect technology solutions to small and medium sized businesses. The Nemsys Connect platform is highly scalable, grows with your business, mitigates technology risk, and optimizes your business resources. Our team approach to technology focuses on delivering solutions and support, which provide the secure access to your data, anytime, anywhere.

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