Breeze End Technology Inc is an Information Technology Company, providing IT support services to small and mid-market businesses in VA, DC, Maryland and nationwide. Very much in its start-up stage. Breeze End Technology Inc is seeking a Service Desk Dispatcher to join our world class support team. The Service Desk Dispatcher is at the heart of our support team – directly overseeing the daily dispatch of service requests so that they are routed to the appropriate resources. The Service Desk Dispatcher will serve as the single point of contact; monitoring and managing incoming client requests for a wide array of IT service requests. Duties and Responsibilities: * Act as the single point of contact to the customer for all types of IT service requests – asking questions to quickly diagnose and facilitate the start of the resolution process * Coordinate all of Breeze End Tech service requests to the appropriate teams – enabling the beginning of a swift and thorough resolution * Be proficient with basic IT terminology and language that are representative of what will be encountered on a daily basis i.e. network, server, firewall, printers, PCs, etc. * Process IT service requests as they arrive through inbound and outbound calls, emails, manual entry, or direct customer input * Schedule internal and field resources on the dispatch portal * Monitor resource schedules to ensure prompt time entry on service requests * Communicating with and updating customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages. Additional Duties and Responsibilities: * Improve customer service, perception, and satisfaction * Fast turnaround of customer requests * Improve usage and increase productivity of IT support resources * Escalate service requests that cannot be scheduled within agreed service levels * Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager * Responsible for entering time and expenses as it occurs * Enter all work as service tickets into Ticketing System * Level-One technical support as necessary 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.

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