Dispatcher, IT Service Desk Job at DelCor Technology Solutions
About Us:
We confess, when it comes to describing the DelCor team, we're not modest. Our team is made up of outstanding individuals who are highly qualified and motivated to meet our clients' needs. Collectively, we're pretty awesome.
Because we're focused on building long-term relationships with our clients, listening, communication, and customer service skills are as highly regarded as technical chops. We bring our DelCor values to every client, project, meeting, and event.
DelCor has a reputation for technical expertise, strategic guidance, camaraderie, and exceeding expectations. We enjoy getting together to work on community projects, have fun in the kitchen, or even jump out of an airplane—don't worry, that's not a hiring requirement.
About the Role:
We are actively seeking a full-time Dispatcher to assist in managing resources, monitoring service-level agreements, and improving processes on our IT Service Desk.
This is a great position for an experienced IT Support professional wanting regularly changing and challenging situations at a growing IT company. The position requires a big-picture thinker who enjoys problem solving and thrives in a fast-paced environment.
- This is a fully remote position.
Key Responsibilities:
- Route incoming tickets from all service boards and clients to the most appropriate resource based on a combination of skillset, availability, and priority
- Monitor phone call queues for capacity and volume. Add or remove team members from the phone queues to meet needs throughout the day.
- Alert Directors and Management teams as needed for SLA violations and concerns regarding missed SLAs
- Continually evaluating and reporting on new processes to highlight any areas for improvement, regarding scheduling, dispatching, and ticket management.
- Providing feedback to management on scheduled resources, specifically regarding:
- Adherence to schedule
- Client communications
- SLA and OLA management
- Technical skillset and growth
- Identifying training opportunities for existing employees
Qualifications:
- Strong written and verbal communication skills
- Detail oriented
- Bachelor's degree preferred
- Customer service oriented
- Network+, A+, or ITIL certifications preferred
- 2-3 years desktop and network support experience
- 3-4 years IT service desk experience
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