Service Desk Dispatcher

Job Role: Service Desk Dispatcher
Location: KL
Reporting to: Service Desk Dispatch Manager

Job Purpose        

Proactively monitoring and managing the allocation of the service desk workload and scheduling onsite visits effectively. Using your experience of effective communication and planning to ensure client satisfaction and high-performing service through meeting and exceeding client service commitments and expectations.

Duties and Responsibilities:

• Monitor the workload of engineers and efficiently and appropriately allocate/reallocate work within the CRM system
• To take responsibility of the various service boards and maintain responses and solutions in line with SLA expectations and customer agreements
• Inform Service Desk Management of any critical or sensitive technical issues
• Supervising the Service Desk team when required
• Manage field engineering team scheduling in line with client requirements
• Support Team Leaders and Service Desk Managers to monitor quality control of ticket management in line with company standards.
• Maintain information security by complying with the company’s Information Security Management System (ISMS) and all relevant policies 

Qualifications, Knowledge and Experience:

Essential:

• Strong communication skills
• Experience of working within MSP or similar environment
• Previous Co-ordination / workload management experience
• Ability to work under pressure

Desirable:

• Major incident management experience
• Knowledge and experience of working with Microsoft technologies
• Flexibility with working hours
• Experience of ConnectWise

Note: This description is not intended to establish a total definition of the job but an outline of the duties.