Dispatcher

Summary

Dispatcher The mission of the Help Desk Dispatcher will serve as the single point of contact for customers and as responsible for the coordination of all IT support groups to ensure maximum utilization of resources by scheduling internal and field technical resources on the ConnectWise dispatch portal.Responsibilities:Ensure requests are routed/escalated to the proper resource in a consistent mannerPre-process service requests as they arrive through email, manual entry, or direct customer inputMonitor resource schedules to ensure prompt time entry on service requestsCommunication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outagesProvide accurate thorough answers in a timely manner to customer inquiriesFast turnaround of customer requestsWorks with clients/vendors to resolve technical problems in the most effective and expeditious mannerImprove customer service, perception, and satisfaction to internal end usersImprove usage and increase productivity of IT support resourcesPerform escalations of service requests that cannot be scheduled within agreed service levelsResponsible for entering time and expenses in ConnectWise as it occursGenerate daily tickets into ConnectWise documenting of all support activities including resolutions and escalationsPassword resets and unlock accounts in Active Directory and applications.Level-One technical support as necessaryAdditional Responsibilities as requested by managementEducation/Experience:HS diploma or equivalent required.Specialized IT skill training/certification such as A+ Certification preferredExperience in Help Desk AdministrationRequired Knowledge, Skills, & Abilities:Knowledge of Active DirectoryKnowledge of basic computer and operating systemsAbility to be a team player and communicate effectivelyAbility to understand processes in ConnectWise by completing assigned training materials and blueprints in the ConnectWise UniversityAbility and willingness to work multiple shifts including overnight and/or weekend shifts.Ability to quickly learn new applicationsAbility to match resources to technical issues appropriatelyUnderstanding of support tools, techniques, and how technology is used to provide IT servicesTyping skills to ensure quick and accurate entry of service requestsSelf-motivated with the ability to work in a fast-moving environmentStrong verbal and written communication skills in the English language with Bilingual (Spanish or Portuguese) preferredWhat UDT offers youJoin us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa statusUDT maintains a Drug-Free Workplace. As a condition of employment, all candidates selected for hire are required to successfully complete a pre-employment drug screening in accordance with our Drug-Free Workplace Program.

Job Description

Dispatcher The mission of the Help Desk Dispatcher will serve as the single point of contact for customers and as responsible for the coordination of all IT support groups to ensure maximum utilization of resources by scheduling internal and field technical resources on the ConnectWise dispatch portal.Responsibilities:Ensure requests are routed/escalated to the proper resource in a consistent mannerPre-process service requests as they arrive through email, manual entry, or direct customer inputMonitor resource schedules to ensure prompt time entry on service requestsCommunication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outagesProvide accurate thorough answers in a timely manner to customer inquiriesFast turnaround of customer requestsWorks with clients/vendors to resolve technical problems in the most effective and expeditious mannerImprove customer service, perception, and satisfaction to internal end usersImprove usage and increase productivity of IT support resourcesPerform escalations of service requests that cannot be scheduled within agreed service levelsResponsible for entering time and expenses in ConnectWise as it occursGenerate daily tickets into ConnectWise documenting of all support activities including resolutions and escalationsPassword resets and unlock accounts in Active Directory and applications.Level-One technical support as necessaryAdditional Responsibilities as requested by managementEducation/Experience:HS diploma or equivalent required.Specialized IT skill training/certification such as A+ Certification preferredExperience in Help Desk AdministrationRequired Knowledge, Skills, & Abilities:Knowledge of Active DirectoryKnowledge of basic computer and operating systemsAbility to be a team player and communicate effectivelyAbility to understand processes in ConnectWise by completing assigned training materials and blueprints in the ConnectWise UniversityAbility and willingness to work multiple shifts including overnight and/or weekend shifts.Ability to quickly learn new applicationsAbility to match resources to technical issues appropriatelyUnderstanding of support tools, techniques, and how technology is used to provide IT servicesTyping skills to ensure quick and accurate entry of service requestsSelf-motivated with the ability to work in a fast-moving environmentStrong verbal and written communication skills in the English language with Bilingual (Spanish or Portuguese) preferredWhat UDT offers youJoin us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa statusUDT maintains a Drug-Free Workplace. As a condition of employment, all candidates selected for hire are required to successfully complete a pre-employment drug screening in accordance with our Drug-Free Workplace Program.