Description
Position: IT Service Dispatcher
Location: Columbia, SC
Candidate Technical Background:
- Associate Degree OR 2 years equivalent work experience.
- 2 years of Information Technology Support experience.
- Thorough understanding of Windows operating systems and Office applications.
- Experience in a technology help desk.
- Worked with a ticket system like INFORM or Remedy.
- Host and non-host application knowledge is a plus!
- Strong multi-tasking skills.
Description:
- Review service tickets received through the IT Help Desk, determine how the ticket should be handled, and dispatch the service tickets to the appropriate technician to complete. Ensure all service tickets are followed through to resolution.
- 40% -- Receive, log, and review service tickets identifying type of service requested and what area within IT will best be able to complete the service. Assign the service tickets to the appropriate area and log all status updates received for each ticket.
- 40% -- Maintain open communication with all assigned areas of IT. Follow up on all open tickets ensuring technicians have all pertinent information needed to resolve the service ticket. Reassign or elevate tickets as necessary to ensure proper resolution. Close out tickets when necessary.
- 15% -- Compile routine and ad hoc reporting for management, including daily/weekly/monthly intake, aging, and trending of tickets.
- 5% -- Cross train in service dispatch duties throughout all areas of the IT organization. Prepare and maintain work instructions/procedures for all processes.
Behavior Characteristics:
- Excellent Communication Skills.
- Great Work Ethic.
- Must be able to multi task