Service Desk Dispatcher/technology Concierge Process

**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