-
Unique ID:
#6236
-
Price:
$
-
Location:
-
Posted on:
7th of May 2015 at 6:06 PM
-
Expires in:
Expired
Xantrion IT Dispatcher Job Ad
Are you ready to save the day — or at least a client’s sanity? Xantrion might be the company for you. We’re looking for I.T. superheroes to join our thriving consulting firm headquartered in the beautiful, dynamic San Francisco Bay Area.
If you can wow us with your skills, you’ll join an outstanding company that provides:
• Top notch benefits
o Up to $60,000 in salary, commensurate with skills and experience
o 100% of medical, dental, vision for you and your family
o 401K with company match up to 4% of salary
o Profit sharing
o 17 days/year PTO, and more for long time employees
o Certification and training reimbursement
• Bonuses for referring new clients or employees
• The opportunity to work with a wide variety of clients and network environments
• A collegial, down-to-earth environment
Growth has made it necessary to seek a professional dispatcher to process our high volume of e-mail support inquiries. This position is ideal for an experienced dispatcher who is eager to work in a dynamic, fast-paced environment.
You will:
• Perform ticket triage by clarifying and updating fields within tickets to ensure technicians are able to quickly and accurately gauge the scope of the service requests.
• Dispatch service tickets, with a warm handoff, to the most appropriate resources based on urgency, availability, technician skill level, personality, and technician preferences.
• Adhere to internal security policies by seeking approval for access changes in service requests from client’s IT liaison in writing, where appropriate.
• Set initial expectations with client regarding availability of resources for tickets that come into the service board and tickets that require re-dispatch.
• Maintain an awareness of trends in client’s service requests and alert service managers or primary consultants to reoccurring issues, particularly when problems reported may be indicative of a more global issue.
• Participate in overflow call group. This includes taking creating a service ticket, complete with notes on the call that has come in and then dispatching that work appropriately.
• Forecast workload for engineering staff including weekend and after-hour work in order to assist with scheduling and escalating work.
• Prepare resource schedules for helpdesk coverage, escalation engineers, on-call resources, and team meetings.
• Periodically review open requests and verify their status, proper client agreements are selected, and a resource is assigned.
You will need:
• At least a High School diploma. A 4 year Bachelor’s degree is preferred.
• Two years related experience and/or training in customer service, dispatching or project management or equivalent combination of education and experience.
• Customer service experience in a call center, dispatch center, or telecommunications organization is a plus
• Strong diagnostic and analytical skills.
• Ability to quickly and accurately determine incident scope and impact.
• Competent in MS Office products:
o Microsoft Outlook — high level for e-mail and organizational tracking tasks
o Intermediate skills in MS Excel, and Word
• Understanding of basic network topology terms
• Ability to multitask with an appropriate sense of urgency.
• Superior customer service and communications skills, both written and verbal
• Efficient time management skills:
o Superior documentation and follow-up skills
• Authorization to work in the U.S.
If you’re among the best of the best and you’re ready to save the day on a regular basis, find out more by applying today to https://jobs.xantrion.com/apply/N9ulNf/It-Dispatcher.html