Service Operations Coordinator

24 hours ago

Hyderabad, Telangana, India beBeeDispatching Full time ₹ 4,00,000 - ₹ 6,00,000

Job Title: Service Dispatcher


About the Role:

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As a Service Dispatcher, you will play a crucial role in maximizing the efficiency of IT support by triaging and dispatching service requests. You will be responsible for assigning service engineers, coordinating support teams, and scheduling remote or onsite service based on urgency and SLAs.

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Pre-process incidents and service requests by aligning them with established standards for summary and description.

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Evaluate and assign incident priority, then assign it to the appropriate team.

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Coordinate IT support teams to maximize the use of billable resources.

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Schedule remote and onsite technical resources in ConnectWise Monitor schedules to ensure timely entry on service requests.

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Escalate service requests that cannot be scheduled within agreed service levels.

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Assist in managing ticket lifecycle to ensure timely scheduling and prevent stagnation.

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Record all work as service tickets in ConnectWise.

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Review completed tickets to verify compliance with quality standards.

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Report IT support resource utilization and successful request completions to the Client Experience Team Lead.

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Requirements:

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  • Understanding of IT service management.

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  • Experience with ConnectWise Manage ticketing system.

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  • Familiarity with IT support terminology.

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  • Basic knowledge of computers and operating systems.

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  • Technical awareness, including ability to align resources with appropriate technical issues.

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  • Strong focus on customer service, bringing a sense of hospitality to each support interaction.

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  • Active listening skills to read between the lines in order to truly understand the clients need.

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  • Time management skills, maintaining organization during high-demand periods.

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  • Professional written and verbal communication skills.

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  • Ability to work effectively in a team environment across time zones.

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Reports To:

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Client Experience Team Lead

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