IT Help Desk Support Dispatch Specialist
NETWORTH - Mississauga, ON

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Job Title: IT Help Desk Support Dispatch Specialist
Department: Service and Support
Reports to: Service Manager

General Summary:

The IT Help Desk Support Dispatch Specialist is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.

Essential Duties and Responsibilities:

- Every inbound call must be answered LIVE
- Act as the single point of contact to the customer for all types of service requests
- Coordination of all IT support groups to ensure maximum utilization of billable resources
- Process service requests as they arrive through email, manual entry, or direct customer input
- Schedule internal and field technical resources on the ConnectWise dispatch portal
- Monitor resource schedules to ensure prompt time entry on service requests
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Prepare, verify and complete invoicing for all service work by service personnel

Additional Duties and Responsibilities:

- Improve customer service, perception, and satisfaction
- Fast turnaround of customer requests
- Ability to work in a team and communicate effectively
- Improve usage and increase 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 in ConnectWise as it occurs
- Understand processes in ConnectWise PSA by completing assigned training materials and blueprints on the ConnectWise University
- Enter all work as service tickets into ConnectWise PSA

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

- 1-2 year's experience in customer service/help desk environment in IT industry
- Certifications in A+ or working towards certification
- Working knowledge of latest Windows Operating Systems i.e. XP/7/2008 Server
- Strong technical expertise is a must
- Must have technical work experience
- Call center experience is a definite asset but not necessary if the candidate has good technical experience – ideal candidate will have both
- Exceptional customer service skills
- Excellent communication skills
- Ability to work independently or as part of a team
- Strong verbal, oral, problem-solving, customer service
- Ability to work independently as well as within a team and with limited resources
- Must be willing to commute to Mississauga if they live outside the area
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
- Ability to multitask and adapt to changes quickly
- Technical awareness: 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

This career position is very specific and as such we kindly ask that only applicants that have the knowledge, skills and abilities outlined apply.

At NETWORTH we live our values every day. We promise our customers that we can be depended upon to execute for their business day in and day out. The key to our success is our solutions-oriented team.

If you think you belong here, introduce yourself.