Remote: Help Desk Dispatcher (Entry Level)

Overview:

Position Summary:

Dispatching is the primary gateway that new service requests funnel through our system. It is our goal to ensure that service requests get correctly tagged and prioritized during the dispatching process. Dispatch is also the main point of contact for phone calls coming into the Help Desk. The dispatcher should convert voicemail into service requests in a timely manner. Effective communication is the primary function of the Dispatcher role. Dispatchers clarify incoming service requests and ensure minimum required information is contained in the ticket while ensuring the requester and the assigned technician are aware of the ticket’s current status at the time of dispatch.

Responsibilities:

Principal Duties and Responsibilities (Essential Functions**):

• Taking calls that come into the Help Desk and making service requests accordingly.
• Communicating with the requester to ensure they understand the current status of their ticket at the time of dispatch
• Employing good communication skills to assign service requests and assure the requester that their ticket is being handled appropriately
• Tagging all new service requests with the correct information.
• Ensuring minimum required information is contained in the ticket prior to assigning a ticket.
• Handling new tier one service requests that likely take 15 minutes or less

• Password Changes
• Missing Desktop Shortcuts
• Etc…

• Using the Critical Priority Escalation process for all new critical priority service requests
• Directing service requests to the other departments as detailed in the Other Departments document
• Following the Ticket Flow process

Work Environment:

This position is fully remote.

Physical Demands:

Must be able to lift 50 lbs. and accomplish IT Support service tasks involving inventory, IT equipment handling, and miscellaneous tasks related to IT Support.

Competencies:

• Oral Comprehension: The ability to listen to and understand information and ideas presented through spoken words and sentences. You will need to be able to talk with requesters that may not understand IT vocabulary and assist in making a clear service request.
• Oral Expression: The ability to communicate information and ideas in speaking so others will understand.
• Written Comprehension: The ability to read and understand information and ideas presented in writing.
• Written Expression: The ability to communicate information and ideas in writing so others will understand.
• Information Ordering: The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
• Good first impression (appropriately dressed)
• Flexible with changing tasks quickly
• Personality to work with a variety of colleagues and internal customers in a very open communication environment
• Service Request Management

Qualifications:

Education & Qualifications/Training:

Education:

• High School Diploma / GED

Training:

• 1 Year of IT Support Services experience
• 2 Years general office experience
• Certifications a plus but not required.

** To comply with regulations by the American with Disabilities Act (ADA), the principal duties in job descriptions must be essential to the job. To identify essential functions, focus on the purpose and the result of the duties rather than the manner in which they are performed. The following definition applies: a job function is essential if removal of that function would fundamentally change the job.