You are the inner wheel of our Service Desk and the single point of contact for our partners and customers. A very rewarding function that allows you to learn a lot in a short time.

The Service Desk Dispatcher is responsible for helping to attain maximum utilization of internal and field resources through daily dispatch of service incidents and requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource. Your also responsible for proper documenation of all incidents, problems and configurations.

Additional Duties and Responsibilities

• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Escalate service incidents and 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.
• Basic understanding of operating systems, business applications, printing systems, and network systems.
• Basic diagnosis skills of technical issues.
• Responsible for entering time and expenses in the main business application as they occur.
• Understand processes in the main business application by completing assigned training materials and blueprints.
• Enter all work as service tickets in the main business application.

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.

• 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.
• Attention to detail and good problem-solving skills.
• Good written and verbal communication.
• 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.
• Self-motivated with the ability to work in a fast moving environment.
• Able and willing to put in overtime to resolve incidents and problem when this is required.
• Complete required courses to improve effectiveness in your job role.

• Secondary or high school diploma required.
• Degree in computer science or business administration required.
• CompTIA A+ and Network+ preferred and is an advantage but not required.
• Formal training in customer service is an advantage.
• At least three (3) years of IT and/or customer service experience.
• Experience with remote desktop applications and help desk software.

• Competitive salary based on experience and qualifications.
• Health benefits included.
• Performance based incentives.
• On the job training & support where required.
• Access to international certification tracks.
• Flexible working environment and culture.
• Opportunity for advancement and career growth.

This job role has 3 levels. Junior, Senior and Lead Dispatcher.

Depending on your experience and certifications you will be placed in one of the three levels.

In order to perform the daily tasks efficiently and to a satisfactory level, CompTIA A+ and Network+ certifications are highly r and are mandatory for Senior and Lead dispatchers. Also being proficient k about ITIL and IT Service Management will improve your competitiveness in qualifying for this job role.

This job role compensation ranges (if hired in Suriname) from SRD 110.000 - 175.000 annually.