Dispatch IT Services Coordinator

Job Purpose Support customers and field technicians by scheduling and updating service tickets, provide exceptional customer service to both internal and external customers, thrive in a fast paced, ever-changing and collaborative environment. Shift We are looking for someone to work Monday through Friday 9:00AM - 6:00PM with a mandatory Saturday rotation. Tasks Act as the single point of contact to the customer for all types of service requests. Coordination of all IT support groups to ensure maximum utilization of billable resources. Process service requests as they arrive through email, manual entry or direct customer input. Schedule remote work and field technical 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 or agreed outages. Additional Responsibilities Improve customer service, perception and satisfaction Fast turnaround of customer requests Ability to work as a team 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 Department Manager Responsible for entering time and expenses in ConnectWise as it occurs Understand processes in ConnectWise by completing assigned training modules in ConnectWise University Education and Experience Years of Experience 2 Years of Customer Service Experience Education High School Diploma or Equivalent Skills Needed Interpersonal skills, ability to communicate effectively and in a professional manner, active listening and customer care. Ability to multi-task and adapt to changes quickly. Self-motivated and accountable. Job Type: Full-time Pay: From $16.00 per hour Expected hours: 40 per week Benefits: 401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Life insurance Paid time off Parental leave Referral program Vision insurance Schedule: 8 hour shift Day shift Monday to Friday Rotating weekends Ability to Relocate: Austin, TX 78752: Relocate before starting work (Required) Work Location: In person