Service desk dispatcher - french speaking

Need to speak French and English

The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.


Essential Duties and Responsibilities:
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
Pre-process service requests as they arrive through email, manual entry, or direct customer input
Schedule internal and field technical resources in the dispatch software
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 Duties and Responsibilities:
Improve customer service, perception, and satisfaction
Fast turnaround of customer requests
Ability to work in 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 Desk Manager
Responsible for entering time and expenses in dispatch software as it occurs
Enter all work as service tickets into dispatch software