A leading technical Managed IT Services Provider based in Clonmel seek a Service Desk Dispatcher. This is a varied role in that you will provide day-to-day support. Specifically focusing on day-to-day support of our customers’ IT needs. This role is office based and requires excellent communication and organization skills. The role involves managing the call...
Find out more
You have successfully applied for this job!
Sorry you can only apply the a role once.
The job you're currently viewing has expired, you will be unable to apply for this role!
Permanent
Help Desk Co-Ordinator – Clonmel
A leading technical Managed IT Services Provider based in Clonmel seek a Service Desk Dispatcher.
This is a varied role in that you will provide day-to-day support. Specifically focusing on day-to-day support of our customers’ IT needs. This role is office based and requires excellent communication and organization skills.
The role involves managing the call flows for a busy support team based on the ITIL framework. Past technical experience and ITIL Foundations Certification V3 or above is a distinct advantage
[b][red]Key Responsibilities: [/b][/red]
• Act as a single point of contact to customers for all types of service requests.
• Promptly answer incoming phone calls and email requests to the Service Desk.
• Collect first level technical information by communicating with customers and engineers.
• Coordinating service delivery between the technical team and clients
• Calling clients to schedule (and re-schedule) field tech visits and service desk support fulfilment.
• Assigning help desk tickets to help desk team on Ticketing System
• Dispatching Field Service Engineers.
• Communicate with all engineers regarding the daily scheudule.
• Monitor tickets to ensure that engineers update tickets constantly.
• Coordinate with Sales team on new orders and new projects.
• Following up with clients regarding completion of service delivery.
• Setting expectations with clients regarding service fulfilment timing.
• Coordinating training and professional development schedules of Service department.
• Coordinating with vendors for RMA, Recycling, or Dispatching
• In conjunction with the Service Manager, develop, maintain, and enhances the call tracking system, tools, processes and procedures.
[b][red]Requirements: [/b][/red]
• Experience in an IT Support environment is essential.
• Excellent communication skills with fluent spoken and written English
• Must be team player with strong customer service focus
[b][red]Location: [/b][/red]
This role is based in our support centre which is located in Clonmel, Co Tipperary.
You can't apply for this job, is has expired.