IT Service Dispatcher

The IT Service Dispatcher’s primary responsibility is to maintain communication with and record the activity of the Service Desk Team.

The IT Service Dispatcher is responsible for recording, dispatching, and scheduling Service Desk activities.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Review, maintain, and solicit up-to-date activity and ticket information from technical resources and customers to foster efficient issue documentation and task completion.
• Review dispatch portal multiple times daily and reschedule appointments, meetings, tickets, and activities as needed.
• Process, prioritize, and triage service requests as they arrive through phone, email, voicemail, manual entry, direct customer input, or escalation - including detailed documentation in ticketing system.
• Work with Service Desk Team Leads to effectively assign and balance workload of service desk engineers.
• Provide communication guidance internally and externally to clients.
• Act as the initial point of contact to the customer for service requests.
• Monitor and maintain multiple service boards, associated ticket statuses, assignment and escalations.
• Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

• Customer Service
• Active Listening
• Communication Proficiency
• Detailed Notation
• Customer/Client Focus
• Conflict Resolution Management, This is a largely sedentary role. While performing the duties of this job, the employee is regularly required to talk or hear, some filing is required, which would require the ability to lift files, open cabinets and bend or stand on a stool as necessary.

Position Type/Expected Hours of Work

This is a full-time position, and hours of work and days are Monday through Friday 7:30 a.m. to 5:30 p.m. Occasional weekend work may be required as job duties demand.

Required Education and Experience

• Graduation from high school or GED equivalent.
• Experience in a customer service related capacity.

Preferred Education and Experience

• 1-3 years of experience in a customer service related capacity - Help Desk/Dispatch role preferred.
• Knowledge of IT infrastructure and equipment. (PC’s, Servers, Switches, Routers etc.), * High school or equivalent (Required)

Experience:

• Customer service: 1 year (Required)
• Dispatching: 1 year (Required)

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Eastern Data Inc. has been in business since 1986 and serve all of Coastal Virginia and North Carolina. We are one of the region’s leading IT Managed Services Providers by providing a proactive approach to IT support, cybersecurity and cyber compliance for small to mid-size businesses. We have over 50 employees and are looking for additional talent to join our team.