Service Desk Dispatcher

Full-timeDescriptionThe Remote Service Desk Dispatcher serves as the point of entry for all service management requests to include customers, partners, field support and DecisionPoint associates for onsite break-fix and/or support according to current contracts or agreements. The candidate will create, assign, update and escalate service requests in support of on-site maintenance visits, depot repairs and customer projects. The dispatcher will coordinate resources to remediate service requests and maintain detailed records of all service activities.

Working in a fast-paced environment, the dispatcher must stay calm and efficient and provide needed information for all parties and escalate questions or issues as they arise. This position will also monitor and follow-up on product shipments, deliveries and returns. 

· Create IFS Service Requests and Tasks from documented standards with input from different sources· Assign work to available Technicians in coordination with Project Managers or Management· Gather and log correct customer information into the IFS system· Maintain ticket updates with accurate notes on current status· Monitor and respond to system alerts while maintaining customer SLA commitments· Communicate with managers and customers to resolve issues, requests for service or needed items· Monitor different means of communication (i.e.

phone, email, MS-Teams) for IFS requests, tasks, charges for work performed, stock records and other information· Coordinate with DecisionPoint Project Managers the creation of multiple Requests and Tasks for new and ongoing projects· Create new IFS Places in support of IFS Requests· Establish customer rapport with professionalism, articulating in a clear and concise manner· Excellent communication skills to collaborate with others and relay information in a fast-paced environment· Relay relevant customer feedback to Management in a timely manner· Promote and maintain a high quality, professional, service-oriented company image· Develop collaborative working relationships and communicate well with team members· Ability to multitask with different, and sometimes conflicting events happening simultaneously

· High School Diploma· Proficient in Microsoft Office applications (Outlook, Word, Excel and PowerPoint)· Ability to use a variety of office equipment including phones, computers and printers· Excellent clerical and organizational skills to keep track of IFS administrative tasks· Have a cellphone that can be used for communication with team members and can be used as authentication for Customer and Company access. · Good telephone presence· Have a dedicated workspace· Must have consistent and reliable internet connection· Follow written documentation· Attention to detail· Work with limited supervision while maintaining a positive attitude· Work under stress and maintain a calm demeanor during ever changing circumstances

· One to two years of customer service experience· Two years of Dispatch experience· Previous call center experience· Enterprise Resource Planning (ERP) or Enterprise Service Management System experience (i.e. Dynamics, Oracle, SAP, Salesforce, IFS, NetSuite, ServiceNow)

· General office environment· Some stress may occur at times· No special physical demands required· This is a full-time/hourly position. A shift may begin as early as 6 AM or end as late as 5 PMRequirementsTo perform this job successfully, an individual must be able to perform the required abilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.· Proven experience as dispatcher or relevant position· Tech-savvy with knowledge of relevant dispatch methods (CAD) a plus· Ability to work with team members· Fast typing with experience in data entry· Proficient in English (oral and written)· Outstanding organizational and multitasking abilities· Active listener with excellent communication skills· Sound judgement and critical thinking· Printer technical experience a plusSalary Description$22 to $25 per hour