IT Service Desk Coordinator
1 month ago
JOB TITLE: IT Service Desk Dispatch Coordinator
Job Summary: As a key member of the Courser team, the IT Service Desk Dispatch Coordinator plays a vital role in ensuring seamless service delivery to our clients. This position requires strong technical awareness, excellent communication skills, and the ability to multitask in a fast-paced environment.
Key Responsibilities:
Operational:
Act as the primary point of contact for clients, triaging incoming service requests and phone calls to ensure timely resolution.
Assess technical issues, defining impact and urgency to prioritize service requests effectively.
Manage pending service requests to maintain high levels of customer satisfaction.
Escalate, schedule, and dispatch service tickets according to priority, ensuring seamless service delivery.
Document tickets in real-time, maintaining accurate and thorough records.
Consistently meet or exceed defined Service Level Agreements, ensuring high levels of client satisfaction.
Ensure Ticketing Quality Assurance through proper documentation and agreement selection.
Document internal processes and procedures related to duties and responsibilities.
Qualifications/Skills:
Strong attention to detail and technical awareness.
Ability to multitask, adapt to changes quickly, and respond with a high sense of urgency.
Basic technical diagnostic skills and operating system knowledge.
Understanding of technical support tools and techniques used to provide IT services.
Strong verbal and written communication skills.
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:
1-2 years of field dispatching experience required.
Experience handling high-volume service requests.
Measures of Performance:
Real-time Ticketing.
100% SLA Response Score.
Ticket Quality Assurance score > 95%.
Personal CSAT Score > 96%.
100% Compliance TAP training goals.
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