Service Desk Dispatcher/Receptionist
SeeGee Technologies - Denver, CO

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The Dispatcher/Receptionist is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests, as well as serving visitors by greeting, welcoming, and directing them appropriately; notifying company personnel of visitor arrival; maintaining security and telecommunications system, and answering and directing incoming calls appropriately.

Receptionist Job Duties:
  • Welcomes visitors by greeting them, in person or on the telephone; answering or referring inquiries.
  • Directs visitors by maintaining employee and department directories; giving instructions.
  • Maintains telecommunication system by following manufacturer's instructions for phone and console operation.
  • Maintains safe and clean reception area by complying with procedures, rules, and regulations.
  • Maintains continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.
  • Contributes to team effort by accomplishing related results as needed.
  • Improve customer service, perception, and satisfaction
Service Desk Dispatcher Duties:
  • Act as the single point of contact to the customer for all types of service requests
Coordination of all IT support groups to ensure maximum utilization of resources
Pre-process service requests as they arrive through email, manual entry, or direct customer input
Monitor resource schedules to ensure prompt time entry on service requests
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Log all incidents and create tickets with complete and pertinent documentation
  • Fast turnaround of customer requests
  • Triage, first level support, password resets, basic troubleshooting and user instructions
  • Provide resolution to most first level calls and dispatch and Prioritize tickets accordingly
  • Alert management when necessary for high visibility and critical issues
  • Organize meeting setups, new hires and office moves
  • Document resolutions and update knowledgebase
  • Follow up with customers and check in to see if there is anything that IT can do to provide a higher level of service
  • Improve usage and increase productivity of IT support resourcesEscalate service requests that cannot be scheduled within agreed service levels
  • Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager
  • Responsible for entering time and expenses in systems as it occurs
  • Enter all work as service tickets into our systems
Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Basic computer and operating system knowledge
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment
  • Telephone Skills
  • Verbal Communication
  • Microsoft Office Skills
  • Listening
  • Professionalism
  • Customer Focus
  • Organization
  • Informing Others
  • Phone Skills
  • Supply Management
Benefits include group medical/dental insurance, paid vacation, holidays, personal & sick time.

About Us: SeeGee continues to be a fast-paced, full-service IT solution integrator dedicated to delivering superior, leading-edge technology solutions and personalized customer service to every valued client.

SeeGee Technologies - 15 months ago - save job - block