IT Dispatcher

🔥 4 minutes ago

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Xantrion

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2003

🔒 Cybersecurity

🏢 Enterprise

☁️ SaaS

Cybersecurity • Enterprise • SaaS

Xantrion is a trusted IT support company that specializes in providing a comprehensive range of services, including IT consulting, managed security, cloud services, and cybersecurity solutions. With over 23 years of experience, Xantrion offers a results-driven approach to IT management, designed to help businesses navigate challenges such as evolving technologies, cyberthreats, and IT skills gaps. The company serves various sectors, including finance, life sciences, and legal industries, focusing on enhancing productivity, ensuring regulatory compliance, and providing resilient, cost-effective IT infrastructure. Xantrion's unique offering includes dedicated virtual CIO services and supplemental IT support that allows businesses to leverage their expertise for completing strategic IT initiatives efficiently. Their commitment to centralizing managed service and security platforms makes them a preferred partner for companies looking to scale and secure their IT operations.

📋 Description

• Answer high volume incoming calls and chat requests from our call center. • Identify incoming service requests within ConnectWise Triage board and remove unwanted SPAM. • Perform ticket triage by clarifying and updating fields within tickets to ensure technicians can quickly and accurately gauge the scope of the service requests. • Schedule tickets to the most appropriate resources based on urgency, availability, and technician skill level. • Adhere to internal security policies by seeking approval for access changes in service requests from client’s IT liaison in writing, where appropriate. • Set client expectations regarding the availability of resources for tickets that come into the service board and tickets that require dispatching. • Maintain an awareness of trends in client’s service requests and alert service managers or primary consultants to recurring issues, particularly when problems reported may be indicative of a larger issue. • Assist with low level tickets such as password reset requests and group membership changes. • Make outbound phone calls on positively rated tickets and request they convert to positive reviews on Google. • Forecast workload for support staff, including weekend and after-hour work, to assist with scheduling and escalating work. • Prepare resource schedules for helpdesk coverage, escalation engineers, on-call resources, departmental shadowing, and team meetings. • Update client information (i.e. client engineer assignments, primary liaisons, etc.), as needed. • Periodically review open requests and verify their status, proper client agreements are selected, and a resource is assigned.

🎯 Requirements

• High school diploma or equivalent. • Minimum of 2 years in customer service, dispatching, project management, or equivalent combination of education and experience. • Customer service experience in a call center, dispatch center, or telecommunications organization is a plus. • Previous MSP dispatch and/or coordination experience is highly desired. • Experience with ConnectWise or similar ticketing systems is highly desired. • Ability to quickly and accurately determine incident scope and impact. • Demonstrable competency in use of MS Office products: Outlook – high level for e-mail and organizational tracking tasks, Excel / Word – intermediate skill. • Ability to multitask with an appropriate sense of urgency. • Superior customer service and communication skills, both written and verbal. • Efficient time management skills. • Superior documentation and follow-up skills. • Spanish bilingual skills are highly preferred.

🏖️ Benefits

• 100% of medical, dental, and vision for you and your family. • 401K with company match up to 4% of salary. • Certification and training reimbursement. • 17 days/year PTO (in addition to training allowance). • Bonuses for referring new clients or employees.