IT Help Desk Dispatcher

Commtech Industries, an established and dynamic New Orleans based Information Technology Company, is looking for a Help Desk Dispatcher.

General Summary:

The Help Desk Dispatcher is responsible for attaining maximum utilization and prioritization of service resources through daily dispatch of requests by both monitoring and managing incoming client requests so they can be dispatched to the proper resource. The dispatcher is responsible for answering emails and phone calls, filling out the necessary information for a service ticket. scheduling and assigning the appropriate resource based on availability, and following up on tickets to make sure they are completed.

Essential Duties and Responsibilities:

• Logging all tickets with complete and pertinent details within the ticketing system.
• Acting as the point of contact to the user for all IT related requests
• Answering phones, dispatch ticket queue, and answer emails
• Manage ConnectWise calendar appointments for all technical support staff to coordinate project and support work maximizing utilization
• Tracks and manages location of all technical support staff to ensure timely recording of all support activities and the resolution of issues
• Ensures that ConnectWise Dispatch Portal provides an accurate reflection of work scheduled on-site, remotely, or employee out of office
• Alerting management when necessary for high visibility and critical issues
• Review/prioritize outstanding support requests
• Maintaining documentation for all Service Desk and end user processes and procedures
• Ability to work in a fast paced environment
• Fielding inquiries/problems and provides updates to all users on progress and completion of requests
• Following up with users until issue is resolved
• Providing a concierge/white glove level of service
• Working with all level of users

Skills and Qualification

• Ability to work 9:00AM - 3:00PM, Mon-Fri
• Proven experience with, Windows 10 and MS Office 2016/2019/365
• Excellent interpersonal and customer service skills
• Equally comfortable as a team player capable of collaborative problem solving within a group or flying solo when / if the need occurs.
• Background in Customer Service a plus.
• Must be flexible and possess the ability to function in stressful situations.
• Excellent time-management, communication, technical writing, presentation development, facilitation, and organizational skills required.
• A dependable team player with business maturity, enthusiasm, and a positive attitude.

If interested please apply to this posting directly.