Service Desk Dispatcher and Office Supervisor

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A dynamic rapidly growing UK based company with Software Development and Infrastructure Support teams based in India.

They are looking for a Service Desk Dispatcher and Office Supervisor to join their dynamic and rapidly growing company in their office in Dartford.

Job Outline

The Service Desk Dispatcher and Office Supervisor is responsible for laying out the whole workday for their thriving helpdesk. This involves managing incoming support requests, assigning and moving time schedules and liaising with customers

Duties and responsibilities

Dispatch:

- Responsible for the running of the service desk in line with ITIL Standards and the published dispatcher process for the allocation of support tickets to the engineering team.

- Ensure all new tickets received are entered correctly in line with the Dispatcher Process document and dispatched in order to meet the required Service Level Agreements (SLA's).

- Ensure the correct process is followed by all involved throughout the lifetime of the ticket and correct status' are used throughout.

- Ensure the customer has confirmed their satisfaction with the work supplied before setting the ticket as Complete.

- Responsible for the workload of engineers ensuring they are kept busy with waiting tickets and helpdesk procedures are followed at all times.

- Be the first point of contact for all incoming phone calls, logging new tickets and updating customers on the progress of ongoing tickets.

- Responsible for the scheduling of engineers for site visits when required.

- Produce end of day reports on service statistics and service status.

- Produce client reports when required.

Office Supervisor responsibilities:

- Creation and email delivery of standard non-project quotes in line with written processes and procedures.

- Supervise employee's time keeping and attendance and provide reporting where required.

- Supervise employee's performance and progression and assist the Senior management in staff appraisals and target setting when required.

- Approve staff holiday requests to ensure the helpdesk remains suitably staffed at all times and as current work load requires.

- Manage office petty cash float to ensure normal sundries items are available

- Provide occasional PA services to the MD and senior management staff where required.

- Administer the companies Health and Safety requirements to maintain compliance.

Professional and Organisational Qualities

- Must have at least five years' experience in running an I.T. Service Desk with solid IT knowledge.

- display a high level of organizational skills whilst under pressure.

- be assertive and confident and show strong supervisory skills.

- be confident and have excellent customer facing skills and enjoy telephone interaction.

- be able to multitask. Obtain a high level of ability with computer applications and be able to pick up new information quickly