22 days old

Service Desk Dispatch Coordinator

Kelly Services
Minneapolis, MN 55405
**Service Desk Dispatch Coordinator** - NE Minneapolis with Hybrid work environment

Competitive pay with great benefits - Full Time M-F 8-5 (with some flexibility)

The Service Desk Dispatch Coordinator is client support through daily dispatch of service requests for internal and field support needs.

Perform service request intake from clients; assign, schedule and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong customer service skills are a must.

**Position Responsibilities:**

+ Act as the single point of contact to the client for all types of service requests

+ Coordination of all IT support groups to ensure maximum utilization of billable resources

+ Pre-process service requests as they arrive through email, manual entry, or direct client input

+ Schedule internal and field technical resources on the ConnectWise dispatch portal

+ Monitor resource schedules to ensure prompt time entry on service requests

+ Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

+ Improve client service, perception, and satisfaction

+ Fast turnaround of client requests

+ Ability to work in a team and communicate effectively

+ Improve usage and increase productivity of IT support resources

+ Escalate 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 Manager

+ Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University

+ Enter all work as service tickets into ConnectWise

**Knowledge, Skills, and Abilities:**

+ Basic computer and operating system knowledge

+ Interpersonal skills: such as telephony skills, communication skills, active listening and client-care

+ Ability to multi-task and adapt to changes quickly

+ Technical awareness: ability to match resources to technical issues appropriately

+ Service awareness of all organizations 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

**Credentials and Experience:**

Previous Client Service or phone related skills; familiarity with computer system support terminology concepts.

**You should know:** Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. A Kelly recruiter will confirm and share more details with you during the interview process.

**Why Kelly** **** **?**

By partnering with Kelly Technology, youll have direct connections to top companies around the globegiving you the chance to put your tech skills to work on some of todays most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. Were here to help you gain experience, keep learning, and move your career forward.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.


Posted: 2022-06-06 Expires: 2022-07-07

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Service Desk Dispatch Coordinator

Kelly Services
Minneapolis, MN 55405

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