Service Dispatcher

Job Category: Service Desk
Job Type: Full Time
Job Location: Hybrid based out of Camp Hill or Altoona

Morefield Communications is seeking individuals that are passionate about technology and have a desire to work for a dynamic and growing technology services organization. Expert solutions and outstanding service drive success, and we seek the same attributes in our employees. At Morefield Communications, we provide a work environment that encourages creativity, rewards high performance, enables a true work-life balance, and provides the opportunity for personal and professional growth.

We celebrate and respect the diversity of the background of our employees, their professional and personal experience, and the wide variety of roles we each contribute to our company. Based on our Core Values, we will achieve greater success as a company, as well as personal success, by being a diverse group of individuals who enthusiastically contribute our strengths and support each other’s. Our combined strengths will empower us to achieve our purpose. We help organizations make smart technology decisions enabling their success.

The Service Dispatcher’s purpose is to attain a high level of client satisfaction through effective communication, coordination, monitoring and follow-up on client service requests. The Service Dispatcher is responsible for attaining maximum utilization of remote and field technical resources through vigilant management of Service Boards and daily dispatch of service requests in our Professional Services Automation (PSA) application. The Service Dispatcher also performs the call review process at completion of service tickets to decide if labor is billable, not billable or no charge.

Essential Duties and Responsibilities:

  • Acts as the single point of contact to the client for all types of service requests.
  • Coordinates activities of all remote and field technical service resources to ensure maximum utilization of billable resources.
  • Pre-processes service requests in PSA as they arrive through email, manual entry or direct client input.
  • Schedules remote and field technical resources on the PSA dispatch portal to meet service requests in accordance with Service Level Agreements.
  • Monitors team member schedules to ensure prompt time entry on service requests.
  • Maintains awareness of all outstanding client issues both pre- and post-delivery and provides status to clients as necessary.
  • Escalates service requests that cannot be scheduled within agreed service levels.
  • Communicates with clients, setting proper expectations, keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Reviews labor entries and expenses on service tickets.
  • Closes service tickets.
  • Performs the call review process at the completion of service tickets and decides if labor is billable, not billable or no charge.
  • Initiates return for credit for equipment used on service tickets as needed.
  • Ensures equipment for service calls is received and cost/price is correct.
  • Arranges third party providers and subcontractors as needed for service calls and approves their invoices.
  • Continually seeks opportunities to increase client satisfaction and deepen client relationships.
  • Enters time and expenses in PSA as it occurs. Enters all work as activities, service tickets or project tickets into PSA.
  • Understands processes in PSA by completing assigned training materials and blueprints on the PSA University.

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The Service Dispatcher needs to have a basic to intermediate understanding of technical solutions and services as required in order to match technical resources to service tickets appropriately.
  • Basic knowledge of IT applications, processes, software and equipment with basic understanding of support tools, techniques and how technology is used to provide IT services.
  • Strong interpersonal skills including telephone communication skills, active listening and client-care.
  • Excellent organizational skills and attention to detail.
  • Ability to multi-task and adapt to changes with the ability to understand the big picture in order to make the right tradeoffs to support the overall business strategy.
  • Creativity, results-orientation with effective verbal communication and collaboration skills.
  • Ability to work as a team with other Service Dispatchers to ensure that phones are covered during normal business hours.
  • Technical competence in the use of PSA and other software programs.
  • Understanding of all Morefield solutions and services.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Ability to sit and stand for extended periods of time.
  • Ability to lift 20 lbs.

Email your resume with cover message today:

[email protected]

Morefield Communications
35 N 35th Street
Camp Hill, PA 17011

Equal Employment Opportunity Employer

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