Service Desk Call Dispatcher

The number one goal of everyone in our team is to make our clients exceptionally happy.

The Service Desk Call Dispatcher is the main backbone of the Service Delivery Team, assigning tasks and making sure that all our techs and engineers are working efficiently and scheduled properly to make sure all our work is flowing along nicely and clients are supported.

The Service Delivery Coordinator works closely with the Service Delivery Manager to help the team deliver the best results possible and helps them grow along the way.

The person must be process driven, commercially aware and who will work on their own initiative.

Core responsibility includes:
  • Receive and record all calls from end users, dealing directly with simple requests and complaints. All of which are logged in the ‘Triage’ queue.
  • Provide initial assessment of all Service Requests and Incidents
  • Assigns and manages resources including hardware, software parts if needs be.
  • Ensuring there is correct notes, categories and statuses for all tickets.
  • Schedules remote, onsite and in house technical resources.
  • Monitor and escalate all the above to the agreed Service Levels.
  • Holding engineers accountable to the company standards and their KPI’s
  • Responsible for the status and resolution of each Service Request and or Incident.
  • Ensuring all non-serviceable works are invoiced out.
  • Interacts with clients, end users to maintain and improve satisfaction.
  • Ensures service adherence to established service level agreements.
  • Produce management & client reports for all the above.
  • A well organised and confident person is required for this role. Someone who can delegate, interact with engineers and clients in a friendly but firm way.
  • Good telephony skills coupled with active listening and customer care.
  • Ability to multi-task and adapt to changes quickly.
  • Good understanding and working knowledge of Microsoft Office, in particular MS Excel and is used to working with IT systems. We would ideally like this person to be good at documentation, as this is key for the success of our internal IT knowledge databases.

This person will be office bound, ideally in our offices in Blackthorn Business Park while our engineers work from home and remotely. Business hours are 08.30 to 17.30, Monday to Friday.

Nice To Have but NOT Essential
  • Experience using a Ticketing system and/or PSA Tool
  • Skills in Strategic & Resource Planning with an ability to think and plan ahead
  • Experience handling Technical Service Tickets
  • Experience and knowledge of working with the Microsoft 365 Platform
  • Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
  • Client Experience Certifications such as Helpdesk Habits etc.
  • Experience working for a Managed Service Provider (MSP) or IT Support Business.
Apply Here!