Title: Area Dispatcher
Reporting to: Call Desk Supervisor
Location: Dundee Service Facility
Principal Objectives:
· Successfully control and co-ordinate interventions (site visits) for approximately 20-30 field-based engineers.
· Management of interventions until successful conclusion for customers.
· Provide 1st line technical support to customer.
Key Responsibilities:
· Call Handling (to receive and log into Database all service calls)
· Controlling and co-ordinating of daily workloads for field technicians to ensure maximum efficiency and utilisation of resources while maintaining successful service level agreements % and customer satisfaction.
· Updating customer databases
· Completion of daily/weekly and monthly reports
· Daily administration as directed by call desk supervisor
· Log and, where applicable, deal with customer queries and complaints
· Remote diagnostics and level 1 fix of customer IT issues
· Liaise with customers’ site staff to effect immediate resolution to faults.
As per Health and Safety at Work Act 1974, Employee’s must also
• Take care of their own health and safety and that of others
• Co-operate with their employers
• Not interfere with anything provided in the interest of health and safety
Skills & Abilities Required (Essential):
• Previous experience in a customer service role
• Good communication skills (particularly verbal)
• Good organisational & time management skills
• Proven ability to multitask
• Successful working as part of a team
• Good understanding of Microsoft packages i.e. Outlook, Excel, Word.
• Flexible – Flexible contract 07.45 to 20.00 Sunday to Saturday (five days out of seven)
Skills & Abilities Required (Desirable):
• Good understanding of IT and bespoke software packages
Additional
• Once in position candidate to receive training in line with Health & Safety Law.