Job Description

Job Description

Job Description

THE PERSON

Are you great at assessing and allocating resources? Are you cool under pressure when time is of the essence? Are you meticulous in your attention to detail? If prioritization and delegation is in your DNA, then we are eager to connect with you.

Our Ideal Service Desk Dispatcher

· An Analyzer: Do you look at a situation and break it down into the most logical pieces?

· Resourceful: Are you a proactive self-starter, you utilize all the available resources efficiently, making the best use of resources? 

· Direct and Concise : Are you a communicator who is straightforward and articulate, with the ability to explain technical information in a simple, easy to understand manner?

· Open to Feedback: Are you open to constructive criticism and coaching, viewing them as opportunities for growth and adapting your approach accordingly?

Our ideal Service Desk Dispatcher is a critical part of our team and is able to juggle multiple priorities seemingly effortlessly. Within this role, you will be responsible for assessing customer requests and assigning the appropriate resource. 

RESPONSIBILITIES

The responsibilities of the Service Desk Dispatcher include but are not limited to:

· Act as the initial point of contact to the customer for remote and onsite service requests

· Coordination of all support groups to ensure maximum utilization of billable resources

· Triage service requests as they arrive through email, manual entry, voicemail or live calls

· Schedule remote and field resources using dispatch tools

· Communication with customers as required, keeping them informed of any appointment delays or rescheduling needs

* This position is in Cheshire Connecticut

QUALIFICATIONS

Required

· Associate’s degree OR equivalent work experience

· 2 years of IT or customer service experience

· Located within an hours’ commute from the Cheshire, CT office

· Ability to communicate technical information in simple, easy to understand manner

· Ability to prioritize and delegate to others

· Able to look at a computer screen for up to 8 hours daily

· Lift/Carry up to 15 lbs.

Preferred

· Familiarity with ConnectWise Manage

· Familiarity with medical/dental office operations

· Familiarity working in an MSP environment

THE COMPANY - Integrity Systems and Solutions

Focused on the technology needs of medical and dental practices in the New England area for close to 30 years, Integrity isn’t just a word on the sign over the door. We exist for one reason; to build long-term relationships and provide peace of mind to clients and team members alike. While we can get excited about the benefits technology can offer, we never want to lose sight of the importance of the human experience. If you are looking for an opportunity with a company that places value on helping people, you love solving problems, and you enjoy technology, then we are the perfect fit for you.

THE DIFFERENCE

We believe in setting our people up to succeed, so they can do the same for our customers. We are driven by the following core values:

· Helpful – Our first instinct is to assist our customers.

· Always Learning – Building our skills to consistently deliver Best-in-Class service.

· Courteous – We listen carefully, then communicate clearly in a thoughtful, respectful manner.

· Tenacious – We don’t give up until the job is finished and the customer is satisfied.

· Integrity – Doing the right thing always, even if it hurts.

WHY WORK WITH US?

At Integrity, we are a team of like-minded professionals who like to work hard but also like to have fun. When we’re not busy delivering for our customers, you may find us discussing Star Wars versus Star Trek, the finer points of any particular movie or song, or the latest Magic The Gathering set that has been released. We believe in keeping the circles connected. In addition to each team member meeting with their direct supervisor to discuss what’s working and not working, we all gather together quarterly and share the good news of the company while enjoying some type of food and fun activity like archery, cooking, bowling, and go-kart racing to name a few.

Here’s what sets us apart

· Fun working environment and culture

· Full on-the-job-training and support

· Company provided shirt and laundering

· Paid Birthday Holiday

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