Help Desk Dispatcher

When you become part of our team, your career opportunities are endless. We offer our team members competitive compensation and world-class benefits. Our culture is easy to live, but hard to describe come see exactly what it means to be a part of High Point Networks.

High Point Networks is a leading provider of information technology solutions in both SMB and enterprise-level markets, servicing customers from coast to coast. We specialize in anything that spans your network, data center, phone system and endpoints with a strong security focus across all things IT. Our Headquarters is in West Fargo, North Dakota with additional regional offices throughout the Midwest.

JOB SUMMARY

The Help Desk Dispatcher is responsible for managing service requests and utilization of resources through daily dispatching. The primary duties include performing service request intake from clients; assign, schedule and dispatch engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Ticket management including communication, resource allocation, financial/billing review and overall status tracking.

ESSENTIAL DUTIES AND RESPONSIBILITIES

•    Improve customer service, perception, and satisfaction
•    Efficient turnaround of customer requests
•    Ability to work in a team and communicate effectively
•    Improve usage and increase 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 Service Manager
•    Responsible for entering time and expenses in CRM as it occurs
•    Enter all work as service tickets into CRM
•    Understand processes by completing assigned training materials

ADDITIONAL DUTIES AND RESPONSIBILITIES

•    Uncover additional opportunities within our existing customer base
•    Develop knowledge of HPN solutions and how it relates to the customers needs
•    Document internal processes and procedures related to duties and responsibilities
•    Other duties as assigned

KNOWLEDGE, SKILLS, AND/OR ABILITIES REQUIRED

•    Proficient computer and operating system knowledge
•    Strong typing skills to ensure quick and accurate entry of service request details
•    Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
•    Ability to multi-task and adapt to changes quickly
•    Technical awareness: ability to match resources to technical issues appropriately
•    Service awareness of all organizations key IT services for which support is being provided
•    Understanding of support tools, techniques, and how technology is used to provide IT services
•    Self-motivated with the ability to work in a fast moving environment