Fuelled Networks, a top IT services company in Ottawa, is looking for a Service Desk Dispatcher/Service Desk Technician to join our rapidly growing team. We want the best of the best – someone who’s technically brilliant and client service focused, in order to help us better serve our clients.
In this role you will be responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource. You will also be responsible to provide overflow support for the service desk.
Basic Functions:
- Act as the single point of contact to the customer for all types of service requests.
- Coordination of all support groups to ensure maximum utilization of billable resources.
- Pre-process service requests as they arrive through email, manual entry, or direct customer input.
- Schedule internal and field resources on the ConnectWise dispatch portal.
- 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, and agreed outages.
Service Desk Technician Overflow Duties:
- IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
- Support of disaster recovery solutions.
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
- System documentation maintenance and review in ticketing sytem.
Additional Duties and Responsibilities:
- Improve customer service, perception, and satisfaction.
- Fast turnaround of customer requests.
- Ability to work in a team and communicate effectively.
- Escalate service requests that require engineer level support.
- Understand processes in ticketing system by completing assigned training materials.
- Enter all work as service tickets.
The ideal candidate requirements:
- 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 services for which support is being provided.
- Typing skills to ensure quick and accurate entry of service request details.
- Self-motivated with the ability to work in a fast moving environment.
- Advanced understanding of operating systems, business applications, printing systems, and network systems.
- Ability to multi-task and adapt to changes quickly.
Think you’re the best at what you do? Prove it. Email us at jobs-fuelled@fuellednetworks.com to apply today.
The ideal candidate is a highly motivated, confident top performer who thrives in a fast paced environment. They are a passionate self-starter with high energy who is comfortable multi-tasking and has a proven track record. They view challenges as opportunities and function with little internal help and support. They are sensitive to risk, fearless and inspire customers.
Click Here To Apply.
