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Dispatcher (Service Coordinator)

Posted 01/26/2024

Job Description

FullScope IT, an IT support and consulting leader for over 20 years, is seeking a dedicated and efficient Dispatch (Service Coordinator) to join our team. 

This role is crucial in attaining maximum utilization of our technical resources and ensuring the highest level of service for our clients. As a Dispatcher, you will be the focal point for all service requests, coordinating effectively between clients and our technical team.

Job Type: Full-time

Department: Service and Support

Reports To: Service Manager

Job Position Responsibilities:

  • Act as the single point of contact to the client for all service requests.
  • Coordinate 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.
  • Communicate with clients as required: keeping them informed of incident progress and notifying them of impending changes or agreed outages.
  • Improve client service, perception, and satisfaction.
  • Turn client requests around quickly.
  • Work in a team setting 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, including Microsoft.
  • Strong customer service skills, including telephony, communication, active listening, and client care. 
  • Ability to multi-task and quickly adapt to changes. 
  • Technical awareness to match resources with technical issues effectively.
  • Typing skills for accurate service request entry.
  • Self-motivated and capable of working in a fast-paced environment.

Credentials and Experience:

  • Experience in Client Service or phone-related skills.
  • Familiarity with computer system support terminology.

Benefits:

  • Competitive salary.
  • Comprehensive benefits package.
  • Opportunities for professional growth and development, including certifications and training.
  • A supportive, team-oriented work environment.

Application Process

We’d love to hear from you if you’re an ideal candidate with a positive attitude, excellent communication skills, and a passion for service excellence. 

To apply, submit your resume and cover letter to [insert application email or link]. Please reference “Dispatcher (Service Coordinator) Position” in your application.

Why FullScope IT?

  • Commitment to Excellence: We’ve been a trusted Managed Services Provider since 1999.
  • Innovative Work Environment: Our team leverages technology for business growth, ensuring a dynamic and forward-thinking work atmosphere.
  • Comprehensive Support: FullScope IT provides round-the-clock support for all your technology needs.

Our Values

  • Doing the Right Thing: We prioritize honesty, transparency, and ethics.
  • 100% Accountability: Commitment to delivering what we promise.
  • Listening First: Understanding your needs to provide the best service.
  • Team Focus: Believing in the power of teamwork for success.

Equal Opportunity Employer Statement

At FullScope IT, we are committed to creating a diverse and inclusive environment where all employees are valued and respected. We strongly believe that various backgrounds, perspectives, and skills strengthen our team and enhance our ability to serve our diverse client base.

We are proud to be an Equal Opportunity Employer. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other legally protected characteristics. Our decision-making process for hiring, promotions, and all other aspects of employment is based solely on qualifications, competence, performance, and business needs.

We are dedicated to ensuring that our workplace reflects the communities we serve and that everyone feels empowered to bring their full, authentic selves to work. We believe that embracing diversity enhances our work culture and drives innovation and success.

Join us at FullScope IT, where your unique talents and perspectives are valued and you can contribute to our shared mission of providing top-tier IT services. Together, we continue to build an inclusive culture that encourages, supports, and celebrates the diverse voices of our employees.

Apply Now

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Since 1999, FullScope IT has been a leading provider of IT support and consulting, focusing on small and medium sized businesses in Arizona, Maryland, New York and Virginia.

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