Service Desk Dispatcher - REMOTE

Account overview : Is a managed office solutions provider offering integrated technology services to businesses. With over 25 years of industry experience, they deliver tailored solutions to enhance productivity and efficiency.

Core Services : Managed IT Services

Print Solutions

Cloud Services

Security Solutions

The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. Perform service request intake from clients; assign, schedule

and dispatch service engineers for remote or onsite service according to urgency, and contractual service level objectives (SLOs). Strong communication skills is a must.

Qualifications :

Computer and operating system knowledge

Interpersonal skills : such as telephony skills, communication skills, active listening and client-care

Ability to stay organized and adapt to changes quickly

Technical awareness : ability to match resources to technical issues appropriately

Service awareness of all the organizations key IT services for which support is being provided

Understanding of support tools, techniques, and how technology is used to provide IT services

Typing skills to ensure quick and accurate entry of service request details

Self-motivated with the ability to work in a fast-moving environment

Duties & Responsibilities :

Act as the single point of contact to the client for all types of service requests

Coordination of all IT support groups to ensure maximum utilization of techs

Pre-process service requests as they arrive through email, manual entry, or direct client input

Schedule internal and field technical resources on the ConnectWise dispatch portal

Monitor resource schedules to ensure prompt time entry on service requests

Communication with clients as required : keeping them informed of incident progress, notifying them of impending changes or agreed outages

Improve client service, perception, and satisfaction through abundance of communication

Fast turnaround of client requests

Assist with monthly billing (in some cases)

Ability to work in a team and communicate effectively

Improve usage and increase productivity of IT support resources

Escalate service requests that cannot be scheduled within agreed service levels

Enter all work as service tickets into ConnectWise as needed

Shift :  9 : 00 PM to 6 : 00 AM PHT

Perks : Remote Work Setup

Company Laptop provided

HMO Coverage on Day 1 + Free HMO Dependent After 6 Months

Paid Time Off (Vacation Leave, Sick Leave, Birthday Leave, Maternity Leave, Paternity Leave, Solo Parent Leave, and more)

Unused Leave Conversion

Attendance Bonus

Annual Bonus

Monthly Prizes and Bonuses

PHP 10k to 30k Referral Bonus