Service Desk Dispatcher

Job Description
Oswald Companies
Main Areas of Responsibility: 
  • Serves as the initial point of contact for a wide range of inbound technology service requests; processes requests as they arrive via email, phone, instant message or walk-up and follows service desk procedures for the assignment and tracking of all requests.
  • Validates customer request, completing contact and technical information as needed from submitted service tickets; contacts customers to obtain missing data.
  • Categorizes the service need and assigns the request to the appropriate IS/IT team member; identifies and expedites high priority requests.
Additional Areas of Responsibility: 
  • Monitors the service queue on a daily basis to ensure all incoming tickets have been assigned and are being resolved; generates a daily report on the status of service desk activity.
  • Ensures services are performed within the standards established by the Oswald Operational Level Agreement (OLA), which defines the appropriate response time for a related service issue.
  • Remains aware of the available department staff to assign daily service tickets; advises the Team Leader when there appears to be a shortage in support staff.
Other Information/Requirements: 
  • Bachelor degree in Information Technology from a four-year college or university and one to three years or more related experience or the equivalent combination of education and experience.
  • Some general industry knowledge is preferred but not required.
How to Apply: 

Click here to apply and for a more detailed job description.

Contact Information
1100 Superior Ave #1500
(216) 367-8787
This Listing Expires on: 
Jun 6, 2019