IT Service Desk Dispatch Coordinator (work from home)

Website Infinity, Inc



Infinity, Inc. is the premier provider of business network security and IT services for Savannah, GA and surrounding areas. We are family owned and operated since 1999 and committed to providing solutions with integrity to ensure the success of our clients. We believe strongly in self-reliance, growth, team focus, and a friendly work environment.

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

Company Culture:

  • Support the Vision and Mission of Infinity by adhering to our Core Values
  • Do the Right Thing. Always.

o Demonstrate honesty, integrity, and professionalism in all aspects of the position

  • Continually Improve

o Attend internal peer and vendor training
o Successful completion of certification and training goals as assigned by service manager
o Produce company blogs and other communications

  • Provide Fanatical Customer Service

o Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
o Communicate with customers, keeping them informed of incident progress

QUALIFICATIONS/SKILLS:

  • 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:

  • 2 years of field dispatching experience required
  • Experience handling high volume service requests
  • Associates or bachelor’s degree in computer science or related field preferred

MEASURES OF PERFORMANCE:

  • Real-time Ticketing
  • 100% SLA Response Score
  • Ticket Quality Assurance score > 95%
  • Personal CSAT Score > 96%
  • 100% Compliance with Training/Development Goals

Job Type: Full-time

Pay: $35,000.00 – $40,000.00 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee discount
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Referral program
  • Retirement plan
  • Vision insurance

Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday

Experience:

  • IT Service Desk Coordinator: 2 years (Required)
  • ConnectWise Manage: 1 year (Required)
  • Managed Service Provider (IT): 1 year (Required)

    JOB URL: https://www.indeed.com/viewjob?jk=80b4e05e2cf905e1

To apply for this job please visit www.indeed.com.

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