Job DescriptionA fantastic opportunity based in Leicester, Hamilton with Infinity Business Systems are in search for their next apprentice, someone who enjoys Business and Administration.
The Apprentice Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource.
Act as the single point of contact to the customer for all types of service requests.
Coordination of all support groups to ensure maximum utilization of billable resources.
Pre-process service requests as they arrive through email, manual entry, or direct customer input.
Schedule internal and field resources on the ConnectWise dispatch portal.
Monitor resource schedules to ensure prompt time entry on service requests.
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
Additional Duties and Responsibilities:
Improve customer service, perception, and satisfaction.
Fast turnaround of customer requests.
Ability to work in a team and communicate effectively.
Improve usage and increase productivity of support resources.
Escalate service requests that cannot be scheduled within agreed service levels.
Report the utilization of Support resources and successful completion of service requests to the Service Desk Manager.
Responsible for entering time and expenses in ConnectWise as they occur.
Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
Enter all work as service tickets in ConnectWise.
Basic computer and operating system knowledge.
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 organization’s key services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide services.
Typing skills to ensure quick and accurate entry of service request details
Working WeekMonday – Friday 9:00am – 5:30pm 37.5 HRS PW
Requirements & Prospects
QualificationsIdeally a minimum 4 GCSE’s C and above Including Maths, English and ICT (or equivalents)
Desired Skills• Keyboard skills/word processing.
• Ability to respond flexibly to changing demands.
• Ability to work on own initiative.
• Willing to undertake further training as required.
• A high level of interpersonal skills.
• Highly dependable, totally trustworthy and able to meet deadlines.
• Able to respond to changing needs of the service.
Personal Qualities• Knowledge and experience of computers.
• Good standard of general education and IT skills.
• Good communication skills
• Excellent team player
Future ProspectsProgression to Level 4 • Performance based incentives. • Full on the job training & support. • Fun working environment and culture. • Great opportunity for advancement.
• Advanced Apprenticeship in Business and Administration
• Level 3 Diploma in Business and Administration
• Level 2 Functional Skills English, Maths & ICT (if applicable)