Help Desk Coordinator

12 hours ago


Marietta, Georgia, United States RCS Professional Services Full time
Job Overview

RCS Professional Services is seeking a highly skilled and dedicated Help Desk Dispatcher to join our team in Atlanta. As a key member of our IT support team, you will be responsible for ensuring maximum utilization of internal and field technical resources through daily dispatch of service requests.

Key Responsibilities:

  • Act as the single point of contact for clients, handling all types of service requests
  • Coordinate IT support groups to optimize billable resources
  • Assist with the Triage process as needed
  • Schedule internal and field technical resources in our ConnectWise dispatch portal
  • Monitor resource schedules to ensure prompt time entry on service requests
  • Communicate with clients regarding incident progress and updates
  • Work effectively in a team environment and communicate clearly
  • Improve usage and increase productivity of IT support resources
  • Escalate service requests according to our company's escalation process
  • Enter all work as service tickets into ConnectWise

Requirements:

  • Basic computer and operating system knowledge
  • Excellent interpersonal skills, including telephony, communication, active listening, and client care
  • Ability to multitask and adapt to changes quickly
  • Technical awareness to match resources to technical issues
  • Service awareness of all organization key IT services
  • Superior communication skills and customer service orientation
  • Highly self-motivated and directed
  • Ability to effectively prioritize and execute tasks
  • Good understanding of the organization's goals and objectives
  • Experience working in a team-oriented, collaborative environment
  • Ability to absorb and retain information quickly
  • Ability to present ideas in user-friendly language
  • Proven analytical and problem-solving abilities

Benefits:

  • Paid Time Off (PTO)
  • Access to 401K
  • Subsidized individual & family health, dental, and vision insurance plans
  • Ongoing company-funded professional development & education allowances
  • Bonus potential to be determined at a later date

About RCS Professional Services:

We are a leader in IT Managed Services, partnering with clients to lead, manage, and support their IT infrastructure needs. We take a unique approach that offers predictable results for a predictable fee, minimizing and stabilizing business IT costs and risks, and allowing our customers to focus on what they do best.



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