Dispatcher. IT Managed Services. Full Time. Initial 3 month Fixed Term Contract. Up to £25K per annum. Finchley
Our Client
Our client is a dynamic Managed Service Provider (MSP), specializing in delivering high-quality IT solutions and services to businesses.
The Role
The Dispatcher is responsible for the handling of all Remote Support tickets on the desk (both Service Desk and Proactive, Alerts, tickets), ensuring maximum utilization of the helpdesk and meeting all customer SLAs.
Normal day-to-day tasks of this role include: assigning, scheduling and dispatching engineers for remote or onsite tickets, being in control of the ticket numbers and allocation between engineers, applying logic to who they get assigned to, sorting tickets by urgency, and ensuring we are not failing any customer expectations.
Responsibilities
1. Manage and maintain Service Desk and Monitoring & Admin boards.
2. Ensure all SLAs are met between boards.
3. Proactively manage tickets to ensure all promises are met between engineer and clients.
4. Manage ConnectWise scheduling, so that the engineers' roles are clear for the day/week.
5. Dispatch engineers for onsite work if/as required, ensuring communication with the client is up to date.
6. Maintain positive client relationships through empathy whilst looking to improve/maintain our clients' CSAT score.
7. Escalate appropriate tickets to Service Director as/when required.
8. Maintain KPIs (SLA time, Open Tickets, TTA, TTR, Over 7+ day, etc.).
9. Ensure the Service Delivery dashboard is kept in good order.
The Candidate
1. Soft skills which include: telephone manner, communication, active listening, and client-care skills.
2. Ability to multitask and adapt to changes quickly.
3. Technical awareness and the ability to match appropriate ticket with the right engineer.
4. Understanding of support tools, techniques, and KPIs to drive customer satisfaction.
5. Self-motivated with the ability to work in a fast-paced environment as well as under pressure.
6. Well organized, with a high level of detail.
7. A natural talent for getting things done.
The Terms
This role is full-time; however, there may be the opportunity for slight flexibility in the start and finish times. Office-based initially, after training, up to 2 days may be able to be worked remotely for the right candidate.
A salary of up to £25K per annum is available for the right candidate.
Initially being offered on a 3 month fixed term contract, there may be opportunity for this role to develop into a permanent position in this growing business.
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