SENIOR SERVICE DESK DISPATCHER IT SERVICES - Work from Home, US Hours Salary Negotiable

 

Recruiter:

West Coast Personnel

Job Ref:

AKAD17112022-1

Date posted:

Thursday, November 17, 2022

Location:

CapeTown, South Africa

Salary:

Negotiable


SUMMARY:
SENIOR SERVICE DESK DISPATCHER IT SERVICES - Work from Home, US Hours Salary Negotiable

JOB DESCRIPTION:

senior Service Desk Dispatcher IT services - Work from Home, US Hours Salary Negotiable

 

Managed IT services provider with clients across legal, medical, manufacturing, non-profit, professional services, and other industries for over 10 years.

 

You will be responsible for all inbound user service requests; coordinating the dispatch of technicians for user issues requiring on-site resolution; and organizing technician schedules for all Service Desk and Network Operations Centre (NOC) staff.

 

You will be responsible for communicating directly with clients, who are the users of the service and are requesting service regarding issues via phone, email, or customer portal.

 

You will ensure that all incidents, issues, and/or problems are logged, and contain all necessary information for a technician to resolve the user’s service issue and can assign the ticket to the proper technician who is qualified to remediate the support issue.

 

Responsibilities include the following:

 

• A point of contact for the customer for all types of service requests.

• Coordination of all IT support groups to ensure maximum utilization of billable resources.

• Pre-process service requests as they arrive through phone calls, email, manual entry, or direct customer input.

• Schedule internal and field technical resources on the dispatch portal.

• Monitor resource schedules to ensure prompt entry of service requests.

• Communication with customers as required: keeping them informed of incident progress, and notifying them of impending changes or agreed outages.

• Route incoming and existing @ckets to the appropriate service group and geographic region.

• Monitor open service @ckets to ensure the team meets customer SLAs.

• Improve customer service, perception, and satisfaction with fast turnaround of customer requests.

• Ability to work in a team and communicate effectively.

• Improve usage and increase the productivity of IT support resources.

• Escalate service requests that cannot be scheduled within agreed service levels.

• Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager.

• Responsible for entering time and expenses as they occur.

• Enter all work as service tickets into the computer system.

• Escalate requests to other team members as necessary.

 

Qualifications:

 

• Basic computer and operating system knowledge.

• Interpersonal skills

• Ability to multi-task and adapt to changes quickly.

• Technical awareness: the ability to match resources to technical issues appropriately. • Service awareness of all organization’s 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.

 

Education/Skills/Experience:

 

• Previous customer service experience desired.

• Bachelor’s degree or equivalent work experience in coordinating team workloads.

 

Mail

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.



 

 

 

Similar jobs you might be interested in:

Senior Service Desk Engineer
Location: Cape Town
Salary:
77 days ago


Housekeeping Manager
Location: Stellenbosch
Salary: Market related Monthly
HOusEKEEPING MANAGERStellenbosch - Helderberg Wine Route:  My client, an esteemed Guest Lodge in the heart of the Cape Winelands, is seeking a senior Housekeeping Manager with an established track record in luxury hospitality, strong people management capability, and the confidence to lead a high-performing Housekeeping operation.This role requires a hands-on leader who is comfortable operati...
5 days ago


Senior Technology Consultant (Somerset West)
Location: Somerset West
Salary:
7 days ago


Senior FX Dealer
Location: Capetown
Salary: Market-related
Take ownership of a high-performing trading desk in a dynamic FX environment
13 days ago


L3 Engineer
Location: Cape Town
Salary: 25000
Our client is looking for an L3 Engineer to join their team in Cape Town
15 days ago


Support Engineer (Junior to Senior)
Location: Cape Town
Salary: market related Monthly
Job Requirements:This position requires troubleshooting, problem-solving and technical skills using various diagnostic tools. In addition, strong interpersonal skills are required to guide customers through situations, providing customer satisfaction. This may often be under challenging conditions. Part of the work will be in-office and the other will be out in the field providing customer support...
15 days ago


Group Senior Learning & Development Coordinator | Hospitality | Fixed-Term Contract
Location: Cape Town
Salary:
15 days ago


Senior IT Technician
Location: Parow
Salary:
19 days ago


IT Team Lead
Location: Cape Town
Salary:
Join the team at Barefoot Cyber!Barefoot Cyber is a partner at it Naledi Solutions. If you're ready to take the next step in your career, we'd love to hear from you: employment@itnaledi.co.zaSee below for details on this exciting opportunity:  The it Team Lead is responsible for overseeing and coordinating all desktop support operations across the organization’s four sites. This in...
29 days ago


Technical Services Manager (CPT Hybrid)
Location: Cape Town
Salary:
55 days ago


Create a free job alert for SENIOR SERVICE DESK DISPATCHER IT SERVICES - Work from Home, US Hours Salary Negotiable in CapeTown

Enter your email address below and we will email you similar jobs when they become available:

You can cancel at any time. We will not spam you.
By giving us your email address your agree to our Terms and Conditions