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

DISPATCH SUPPORT SPECIALIST

DISPATCH SUPPORT SPECIALIST

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