XTN-1C8D526 | IT SUPPORT SPECIALIST

Functional overview

We are interested in hiring a Dispatch Support Specialist to work as a member of our Service Delivery Team. This person will be responsible for efficiently and accurately assign out incidents and requests. This person will also work to minimize the number of incidents through creating and documenting repeatable procedures.

Duties and responsibilities

• Assign tickets to various resolver groups ranging from Tier 1, Tier 2, Tier 3 and NOC support teams.
• Communicate with all service desk team members, operations support, and end users to ensure proper recording of incidents and service requests
• Ensure that all tickets are being processed efficiently and appropriately based on priority and age
• Professionally communicate updates on ticket statuses and follow up with Support Team Members on current state of issue/request on behalf of the Service Delivery Managers and their clients
• Escalate tickets requested by Service Delivery Managers to better serve our client base
• Schedule onsite visits to client locations on behalf of the Field Support specialists and Service Delivery Managers
• Escalate all process issues and improvements to IT Service Desk Lead and/or IT Leadership
• Work closely with the Incident Coordinator team to better assist their team with P1 and P2 incidents.

Minimum competencies

• Ability to triage and identify incident severity - based on client urgency and impact
• Extensive understanding of incidents or requests for immediate coordination and resolution
• Expert knowledge of SLAs (Service Level Agreements) and OLAs (Operational Level Agreements)
• Proficient using tools to conduct quarterly and annual trend analysis studies as required and present reports to management for review
• Ability to perform IT Operations system administration tasks as assigned and authorized
• Solid understanding of ITIL/ITSM specific to Incident management, Change Management, Problem Management, Root Cause Analysis
• Prior ITSM ticketing experience required. Previous MSP, and ConnectWise experience - a plus.
• Proficient with Microsoft Office suite products. Advanced knowledge of excel - a plus
• Excellent communication skills as this role requires client communication via ticketing system and phone to effectively communicate progress and provide remediation plans
• Ability to multi-task and adapt to changes quickly, as well as quickly adapt and understand the sense of urgency
• 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
• Strong customer service experience or skills required
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Typing skills to ensure quick and accurate entry of service incident details
• Self-motivated with the ability to work in a fast-moving environment
• Full-time, non-exempt role