Service Desk Dispatcher/technology Concierge Process

hace 1 semana

Buenos Aires, Argentina Tech Guru LLC A tiempo completo

**Who We Are**
Tech Guru - IT for Accounting Firms specializes in creating high-performance, secure IT environments tailored exclusively for accounting firms. Guided by our core values—caring, accountability, responsiveness, and empathy—we deliver exceptional IT solutions that prioritize seamless client experiences.

**What We Are Looking For**

**Required Qualifications**

**Technical Knowledge and Skills**:

- Proficiency in scheduling tools, ticketing systems (e.g., Autotask), and communication platforms like Teams or Slack.
- Advanced organizational skills with a proven ability to manage multiple tasks efficiently and accurately.
- Familiarity with service management tools, dashboards, and SLA (Service Level Agreement) compliance metrics.
- Strong technical aptitude, with proficiency in Microsoft Office Suite (Excel, Word, Outlook).

**Customer Service & Communication**:

- Exceptional communication skills: Ability to articulate clearly, both verbally and in writing, ensuring clients feel understood and valued.
- Empathy and professionalism: Demonstrated ability to listen actively to client concerns and provide thoughtful, compassionate solutions.
- Strong interpersonal skills: to manage relationships with clients, technicians, and internal teams effectively.

**Experience**:

- Minimum of 3 years in a dispatcher, service desk, or scheduling role, preferably in IT services or a customer-centric environment.
- Proven track record in handling live scheduling, ticket prioritization, and technician coordination under time constraints.

**Problem-Solving and Proactivity**:

- Proactive in identifying and resolving scheduling conflicts or potential issues before they escalate.
- Demonstrated ability to prioritize tasks effectively and work efficiently under pressure.
- Strong decision-making skills with the ability to adapt to changing priorities swiftly.

**Accountability**:

- A track record of owning processes, ensuring accuracy, and maintaining high standards in service delivery.

**Preferred Qualifications**:

- Experience analyzing trends and metrics to improve workflows and client satisfaction.
- Knowledge of technician skill sets, escalation management, and workflow optimization in technical service delivery.
- Certification in IT Service Management (e.g., ITIL) or advanced training in customer service.
- A strong passion for technology with the ability to quickly grasp and adapt to new tools and systems. Demonstrates a natural aptitude for leveraging technology to improve workflows and solve challenges.

**Role Definition and Objectives**

**Primary Role**:

- Coordinate and schedule service calls with optimal technician utilization.
- Maintain real-time updates on the "Dispatcher Dashboard" to ensure accuracy and operational efficiency.
- Serve as the first point of contact, promptly addressing client inquiries with empathy and professionalism.

**Key Objectives**:

- Deliver exceptional customer experiences by prioritizing clarity, empathy, and responsiveness.
- Ensure technician schedules are up-to-date and optimized for productivity.
- Communicate effectively across teams, fostering collaboration and alignment.

**Tools & Resources**
- Dispatcher Dashboard:

- A centralized tool for live scheduling, ticket tracking, and technician availability.
- Owned and maintained by the dispatcher, ensuring accuracy and usability.
- Communication Tools:

- Reporting Tools:

- Automated tools/templates for creating detailed daily and weekly metrics reports.

**Process Flow**
- A. Call Scheduling _
- Receive and Log Requests:

- Use Autotask to log requests, ensuring all relevant details (urgency, service type, client info) are captured.
- Verify and Assign:

- Match client needs with technician skill sets, considering workload and urgency.
- Confirm schedules with clients and technicians, updating the Dispatcher Dashboard in real-time.
- Track and Adjust:

- Monitor task progress to ensure timelines are met.
- Make adjustments as needed, prioritizing urgent cases proactively.
- B. Communication Management _
- Respond Promptly:

- Maintain detailed communication records in Autotask.
- Coordinate Across Teams:

- Align schedules and updates with Professional Services, Service Desk, and Client Success Managers.
- Provide Updates:

- Keep clients informed of schedule changes with transparency and empathy.
- C. Dashboard Ownership _
- Perform daily checks to maintain real-time accuracy.
- Proactively resolve conflicts, notifying stakeholders promptly.
- Track and report key metrics like SLA compliance and technician utilization.
- D. Reporting _
- Daily: Summarize technician availability and task status for management.
- Weekly: Highlight trends and areas for improvement in service efficiency and client satisfaction.

**Key Policies**
- Ownership: Dispatchers are fully accountable for maintaining the dashboard’s accuracy and functionality.
- Time Management: Maintain a scheduling buffer for unforeseen delays

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