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Service Desk Dispatcher

Employer
Undisclosed Company
Location
Erskine, Renfrewshire
Salary
£11.00 - £12.00 per hour
Closing date
22 Jul 2022

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We are looking for a Service Desk Dispatcher to join a busy team responsible for answering incoming calls and responding to customers emails in a timely, efficient and friendly manner.

The role will cover shifts between 08.00 - 20:00 Monday-Friday and 1 in 4 weekends on a 08:00-16:00 shift for which you will receive 2 weekdays off.

This is an excellent opportunity for someone who has experience in a customer service or an administration type role who is looking to join a friendly, professional team where full training will be provided.

Other responsibilities include:

  • Dispatching engineers & IT parts as per Service Level Agreement
  • Update customer call management systems
  • Dispatch Incident to Mobile technical engineers within UK&I, accordance with SLAs
  • Order parts for engineers in accordance with SLAs
  • Proactively chase engineers for updates
  • Chase and prioritise incidents and parts when appropriate
  • Identify and escalate issues to Desk manager
  • Aid in the diagnosis of first time fix incidents to ensure engineer responds in the most efficient manner and that a relevant site contact has been established.
  • Updating call system, good understanding of incident management

Essential Skills:

  • Must have or be able to pass SC level clearance.
  • Excellent communication and customer engagement skills.
  • Basic understanding of IT and call centre management - Highly desirable
  • Knowledge of various on line logging tools - Highly desirable
  • Good under pressure and able to multi task.
  • Good keyboard skills and excellent telephone manner.
  • Excellent organisation skills.
  • Ability to remain calm under pressure and resolve problems as they arise

Due to the sites location it is recommended you have access to a vehicle as public transport is sporadic.

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