REMOTE DISPATCH COORDINATOR

The Remote Dispatch Coordinator is responsible for evaluating and classifying incidents for priority, risk and scope. In addition, this position will support inquiries and requests. In this role, one will be responsible for handling, processing, coordinating, and dispatching of technology-based service tickets. This position requires one who is a competent multitasker and can make quick decisions.

Position Responsibilities

• Evaluate and classify incidents for priority, risk, and scope. Assign to the appropriate resource team / member
• Communicate incident / request status’s accurately, timely and professionally.
• Facilitate the Incident Management escalation process by engaging the necessary business departments needed for successful and timely incident resolution.
• Post Incident reporting to internal partners and external clients through comprehensive root cause analysis
• Coordinate scheduled maintenance windows with both internal partners and external clients. Review and confirm post maintenance windows, checklists, and tasks that have been successfully completed.
• Ensure that any required documentation, processes, or procedures are updated in line with departmental policy
• Perform audits of incidents to ensure compliance with departmental policy
• Create and/or facilitate creation of knowledge base articles, which outline operational tasks in an effort to streamline support.
• Understanding and prior experience preferred with ticketing solutions systems such as: ConnectWise, ServiceNow, Remedy
• Knowledge of current ITIL framework practices preferred with an expectation of ITIL v3 2011certification within the first year of employment
• Develop, document, and deploy best in class incident management processes and procedures.
• Reduce time to resolution for all incident types
• Empower first level support to resolve issues on first call basis
• Ability to work in a team environment and communicate effectively with your peer group and other business partners
• To continuously improve on their knowledge around information security as it relates to their job and identifying and preventing phishing attempts

Position Requirements

• Experience with Incident Management, Problem Management, SLA Management, RCA Change Management
• Experience with ITSM tools, ServiceNow preferred
• Experience of working within a Service Management environment
• Ability to communicate across different business units
• Documentation Skills
• Understanding of ITIL framework (Especially; Problem, Change Management, RCA and RFC
• process and procedures)
• Should be well versed in communication (English, Written and Oral) and be able to coordinate
• efficiently with onsite personnel and direct in-line managers
• Provide excellent customer service to IT customers and application owners and users.
• Remain vigilant while continuing to maintain and enhance the overall security of ECI and the
• client’s receiving our services.
• Maintain awareness about the potential risks based on the environment they are operating in
• and the clients they are working on

Working Conditions

• Ability to work in an independent environment with moderate supervision
• Ability to work under a moderate noise level (i.e. working on an open floor with printers,
• telephones, and computers)
• Overtime may be required to meet project deadlines (including late nights and weekends)
• Ability to travel for business and work beyond normal business hours when necessary
• Ability to be flexible and successfully respond to multiple work pressures
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to
• handle other computer components
• Lifting and transporting of moderately heavy objects, such as computers and peripherals