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    IT Service Dispatch Coordinator - Savannah, United States - Palmetto Technology Group, Inc.

    Palmetto Technology Group, Inc.
    Palmetto Technology Group, Inc. Savannah, United States

    2 weeks ago

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    Description

    Job Description

    Job Description


    JOB TITLE:
    IT Service Desk Dispatch Coordinator


    JOB SUMMARY:

    Responsible for managing incoming service requests, defining service impact and urgency, managing client expectation, and scheduling service team resources to ensure meeting client's service-level agreement and client satisfaction.


    POSITION RESPONSIBILITIES:

    Operational:

    • Serve as the first point of contact to the client for service requests
    • Triage incoming service tickets and phone calls
    • Ability to assess technical issues and appropriately define impact and level of urgency
    • Manage pending service requests to ensure customer satisfaction
    • Escalate, schedule, and dispatch service tickets according to priority of requests
    • Thoroughly document tickets on a real-time basis
    • Consistently exceed defined Service Level Agreements
    • Ensure Ticketing Quality Assurance through proper ticket documentation and agreement selection
    • Document internal processes and procedures related to duties and responsibilities

    QUALIFICATIONS/SKILLS:

    • Strong attention to Detail

    Technical awareness:
    ability to match resources to technical issues appropriately.


    • Ability to multi-task, 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 communications 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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