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MicroSourcing

Service Coordinator (Triage - Dispatch)

MicroSourcing
Early Applicant
  • 5 hours ago
  • Be among the first 50 applicants
Exp: 0-2 Years
Philippines

IT/Computers - Software

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Job Description

The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.

Perform service request intake from clients assign, schedule, and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong client relations are a
must.

Position Responsibilities:
  • Pre-process service requests that arrive through email, manual entry, or direct client input.
  • Act as the single point of contact to the client for all types of service requests.
  • Review and categorize incoming service tickets based on priority, urgency, and complexity.
  • Gather additional information from clients as needed to ensure accurate ticket documentation.
  • Coordination of all IT support groups to ensure maximum utilization of billable resources.
  • Schedule internal and onsite resources on the Autotask dispatch portal.
  • Monitor resource schedules to ensure prompt time entry on service requests.
  • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Improve client service, perception, and satisfaction perform post-resolution follow-ups to requests.
  • Fast turnaround of client requests.
  • Ability to work in a team and communicate effectively.
  • Improve usage and increase productivity of IT support resources.
  • Ensure that all ticket information, including issue details, troubleshooting steps, and client interactions, is accurately documented.
  • Update and improve documentation to streamline the triaging process and support continuous improvement.
  • 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 Manager.
  • Enter all work as service tickets into Autotask.
  • Identify recurring issues and report them to the Service Desk Manager to improve resolution processes and reduce incident frequency.
Qualifications:

  • Basic computer and operating system knowledge.
  • Interpersonal skills: such as telephony skills, communication skills, active listening and client-care.
  • Ability to multi-task 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 in IT MSP services. (Preferred)
  • Excellent communication skills in English (verbal and written).
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast-moving environment.
  • Fast, stable internet connection and reliable power with backup.

More Info

Industry:IT/Computers - Software

Function:IT

Job Type:Permanent Job

Skills Required

English
Typing Skills
Operating System
Computer
Communication Skills
autotask
Support Tools

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Date Posted: 28/11/2024

Job ID: 101716849

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About Company

MicroSourcing
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Founded in 2006, we pioneered a new way of offshoring. This model involves setting up an overseas division of your company and getting a local specialist to handle facilities, IT, labor laws, recruitment and HR, while you retain control over quality and productivity. Today, we&#8217&#x3B;re still one of the largest and most experienced offshoring providers in the Philippines, with 400+ active clients and 6,000+ employees. We operate within purpose-built, class-A facilities that are strategically located for access to Manila&#8217&#x3B;s most talented people. We&#8217&#x3B;re backed by our Australian parent company, Probe and we&#8217&#x3B;re ISO certified.

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