Helpdesk Dispatcher

The Helpdesk Dispatcher role is responsible for working with the RTP team and clients on a day-to-day basis to ensure great communication and basic daily processes are scheduled and accomplished on time as well as providing remote technical support to clients for basic problems as they arise. The successful candidate will be highly organized, friendly, and take pride in making a difference in each of our customers’ businesses. Being comfortable in an IT setting is a must and having IT experience is a plus.

The successful candidate should have the ability to transition quickly between tasks and be skilled in the Microsoft Office suite, especially Word and Excel. The successful candidate will be expected to learn the ticketing system (Connectwise) and other various internal tools. The candidate should be willing to perform sometimes what seems like the smallest of tasks, understanding that those are the things that can make a difference, as well as being willing to help fill in the gaps as needed to help provide the best support to our customers and our team.

This is a people-facing role and as such, the ideal candidate will be customer service oriented, friendly, positive, and highly adept at communicating with clients. This includes answering incoming service requests via phone and email. The scheduling and troubleshooting facet of this role is huge, with the Helpdesk Dispatcher primarily troubleshooting basic issues and scheduling appointments between customers and engineers while taking into account a variety of different factors.

Responsibilities:

Answer incoming phone calls and emails and input the work on a ticket in the ticketing system

Communicate with the team to get work scheduled and dispatch technicians to client sites as needed, ensuring clients always get the help they need

Work with vendor support contacts to resolve basic technical problems with desktop computing equipment and software

Respond to basic support requests received through ticketing system and phone calls

Document incidents and their resolutions to create a viable knowledge base

Prioritize requests and communicate effectively with all clients

Project work as necessary

Qualifications:

Must be able to work independently and exude the utmost level of professionalism, confidentiality, and engagement, especially with clients

Strong people skills and a calm demeanor required; this is a very fast-paced work environment

Strong documentation skills and outstanding attention to detail are a must

Ability to learn new software and toolsets quickly

Ability to manage multiple work streams and prioritize correctly

Strong desire for resolution and a passion for technology and solving problems

Ability to schedule and maintain client appointments

Demonstrated experience with Microsoft Office Suite

Excellent written and verbal skills