IT Service Coordinator (MSP)

Department: Service and Support

Reports to:  Service Manager

General Summary:

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:

  • Act as the single point of contact to the client for all types of service requests
  • Coordination of all IT support groups to ensure maximum utilization of billable resources
  • Pre-process service requests as they arrive through email, manual entry, or direct client input
  • Schedule internal and field technical resources on the ConnectWise 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
  • Fast turnaround of client requests
  • Ability to work in a team and communicate effectively
  • Improve usage and increase productivity of IT support resources
  • 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
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
  • Enter all work as service tickets into ConnectWise

Knowledge, Skills, and Abilities:

  • 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 to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment

Credentials and Experience:

Previous Client Service or phone related skills; familiarity with computer system support terminology concepts.

 Promotion:

  • Strong positive client feedback
  • Strong positive engineer feedback
  • Actively recruits other high quality engineers
  • High utilization of engineering team’s time

** Applicants must provide current and relevant references. **

FLEXTECHS is a people-centric IT service provider based in Boise, ID. We are always looking for talented people with a passion for consulting. We are a unique team that values professional discipline and always puts the customer first. Here’s what you should expect:

  • Prosperity: Being rewarded for your efforts.
  • Quality: You will be allowed and encouraged to deliver the service that each customer deserves.
  • Support: We will provide the resources you need to grow professionally and the support you need to have a personal life.
  • Sustainability: Our aim is simply to do some great work at affordable rates and make a decent living.
  • Reputation: The impressions of our customers and of our team are what shape our future
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