SUMMARY:
Service Dispatcher (IT) JB799
Johannesburg South
R10 000 - R15 000 per month
POSITION INFO:
Service Dispatcher (IT) JB799
Johannesburg South
R10 000 – R15 000 per month
The service dispatcher will participate in the incident management and resolution processes, schedules, and assigns resources to deliver all client services both remote on onsite support or services conducted at the provider’s location or elsewhere. The Service Dispatcher is involved in the escalation process and alerted by the PSA/ Ticketing solution should service requests risk missing SLA. Service Dispatcher will utilize the organisations software management tools, process, and procedures to manager the dispatch functions during technical service delivery.
Duties & Responsibilities:
Manage scheduling of all technical resources
Coordinate and manage scheduling of all technical resources including service desk, NOC and onsite of field service personnel
Ensure that all technical resources are effectively utilised to maximize efficiencies and productivity
Manage workload among service delivery technical staff to ensure appropriate and effective distribution and load balancing of services to meet SLA
Fulfil Point of Contact (SPOC) role for all service delivery technical staff for communication, status reporting and support whether remote or onsite support or conduct at providers location or elsewhere
Manage and maintain consistent, regular communications with service delivery technical staff with special attention paid to onsite and field dispatched resources to obtain status as it pertains to existing scheduled service completion time and its effect on follow-on onsite service appointments
Set and re-set onsite client expectations regarding onsite and field dispatched resource arrival time based on ongoing status updates from the field and reschedule onsite service with clients as needed based priority and resource availability
Monitor service board to identify new requests
Contact requestors for lacking, needed info to properly log/document requests
Classify new service requests based on device, application or service issues and degradation level along with impact – entire organization, department or business user, single user etc
Prioritise new service request based upon SLA
Assign new service requests to appropriate queues or individual resources
Monitor individual service boards or queues to manage SLAs
Identify service requests at risk of missing SLA
Re assign or re-prioritize service requests to other queues or individual resources to meet SLAs
Continuously manage and conduct consistent communications and to keep relevant parties apprised of status
Ensure technical service staff maintain consistent incident management activity logging/documenting in PSA/Trouble ticketing solution and delivery timely status updates and communication with affected parties per providers policies
Manage reporting for effective service delivery performance
Collate data and info to provide performance reporting on service delivery resource utilization, incident management performance, scheduling adherence to SLA, client satisfaction and profitability
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