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IT DISPATCHER/SERVICE COORDINATOR

Location: Pewaukee, Wisconsin
Employment Type: Full-Time
Benefits Offered: 401K, Dental, Life, Medical, Vision

 

2W Technologies, INC is a kick-ass full-service technology consulting firm with clients across the United States. 2W specializes in helping our clients (mostly manufacturers) get maximum value from their IT investments. We specialize in Epicor ERP, network architecture and managed cloud services and security.

The IT Dispatcher/Service Coordinator is a highly visible position with many different duties in a fast-paced, team oriented work environment and based Corporate HQ in Pewaukee, WI. This position works with execs, technicians, consultants, project management, sales and of course our clients. 2W Tech offers an attractive benefit and PTO package.

The IT Dispatcher/Service Coordinator is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. Perform service request intake from clients; assign, schedule, and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong client relations are a must.

Position Responsibilities:

  • Act as the single point of contact to the client for all types of service requests
  • Coordination of all IT and ERP support groups to ensure maximum utilization of billable resources
  • Pre-process service requests as they arrive through email, manual entry, or direct client input
  • Schedule internal and field technical resources on the dispatch portal
  • Monitor resource schedules to ensure prompt and accurate time entry on service requests
  • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Improve client service, perception, and satisfaction
  • Fast turnaround of client requests
  • Ability to work in a team and communicate effectively
  • Improve usage and increase the 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 Director of Services
  • Review time entries from all IT support groups to ensure accurate client communications and billings
  • Understand processes in the ticketing system by completing assigned training materials and blueprints
  • Enter all work as service tickets into PSA

If this is your new gig you’ll have :

  • Basic computer and operating system knowledge
  • Interpersonal skills: such as telephony skills, communication skills, active listening, and client-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 IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment
  • Previous Client Service or phone related skills
  • Familiarity with computer system support terminology concepts would be helpful

2W Tech has the benefits you’d expect. health, life, disability, 401K plus generous PTO.

Is this you? Click the apply now button and you’ll be forwarded to our application page, register, take the survey, and upload your resume.