IT Services Dispatcher Job
Location: Kennesaw, GA
Start Date: Immediate
Employment Type: Permanent/Full Time
Scope
Description:
The IT Services Dispatcher will support the ALC goals by providing a focal point for the IT Service department on software or hardware issues. This position will receive and respond to employees inquiries and request for technical assistance, provides possible solutions, assist in assigning support actions to technical staff as needed. This position will provide assistance and direct support to the staff and IT Services Manager as needed. This position is also responsible for helping create standard work and procedure.
Duties
Duties:
- Maintains documentation regarding the purchase, licensing, and installation of company software applications and tracking fair use agreements for the purpose of maintaining digital copyright adherence.
- Maintains the service desk database (e.g. requests for assistance, process of completion,
resolutions) for the purpose of providing documentation of activities and ensuring adequate levels of support are being provided
- Provides reports to the Information Services Manager regarding requests pending and completed for the purpose of ensuring adequate levels of support are being provided in a timely manner.
- Performs research and continued effort towards education in the area of new technology for the purpose of making recommendations for equipment and software program purchases and upgrades.
- accept requests for assistance or support from users,
- obtain necessary information from users to adequately describe and validate the nature of the request
- enter information into the problem tracking system,
- direct the work request to the most appropriate support area (e.g., specialist, support organization), schedule the work request with support personal
- directly respond to the request or problem if within own areas of expertise
- complete information on problem reports that were solved personally and close report in problem tracking system
- liaison with user to ensure that requests or problem reports have been satisfactorily handled
- submit purchase request for IT equipment purchases
- schedule, track and communicate expected delivery dates.
- Participate in IT Services rotating on call emergency support.
Key Role Interactions
The IT Services Dispatcher has key interactions with the following roles. These interactions are guidelines only and do not reflect all possible project organizations.
- Change Advisory board. Refers request for change to systems to the board,
- Project Manager. Refers change requests for resolution.
- Team Leaders. Refers problems to appropriate team leader for hardware maintenance, systems software support, and application software support.
- Database Administrator. Refers requests and problems related to the system's database.
- Trainer. Refers requests for additional training.
- Network Support. Refers requests and problems related to communications.
- Users. Acts as liaison with users for accessing support organization.
- System Administrators. Refers request for enterprise systems for resolution.
Professional Skills
Ability to:
- Effective time management, scheduling, and organization skills,
- perform the activities and tasks for which this role is responsible,
- apply the techniques necessary to complete the responsibilities of this role,
- use the tools required by these activities, tasks and techniques.
Qualifications
Experience:
- Worked on a number of project in all stages of the development life cycle,
- Scheduling of Service related staff.
Interpersonal Skills
All team members require a high level of:
- Effective verbal and written communications with customer and team members,
- Commitment based,
- Team oriented.
- Ethics.
Whom to Contact
Email: