Dispatcher / Service Co-Ordinator)

We’re proud to be ranked #24 in the MSP501 list of IT Managed Service Providers in EMEA. This puts us as one of the UK’s leading independent providers of IT Services, IT Support & Cyber Security. Not only this, we're a Microsoft Gold Partner which ranks us in the top 5% of all Microsoft Partners globally.

We've grown a lot since we got started back in 2010. From our humble beginnings of our CEO working out of his bedroom as a teenager, we're now one of the most respected and successful IT Managed Services companies in the UK. But we're not stopping there (even though our mums, partners and friends reckon we should have a rest). We have big ambitions and can only make them happen if the people who work at LMS Group have big ambitions too. So if you're the kind of person who rolls up their sleeves and gets stuck in, LMS Group might be just the place to kick-start or further build your career.

Due to our recent growth and success, we need a Customer Service Focused individual to dispatch the work to our techs.

The role of Dispatcher is to coordinate the incoming tickets and calls and to distribute them to the necessary resource in the Managed services department. This role is ideal for a mature individual who has an understanding of ITIL framework and a basic understanding of technical support, can easily identify the impact and urgency of technical support requests and whose core focus is Customer Service.

Benefits:

• Increasing Holiday with length of service
• Flexible, Hybrid Working
• Annual Pay Reviews
• Company Tesla Fleet
• Modern Air-Conditioned Office & Fun Environment
• Tiered Pension Scheme
• Company EV Scheme
• Company Pub with lunchtime activities- bar billiards, pub games
• On-Site Parking (Free)
• Company Uniform
• Cycle to Work Scheme
• Mileage Allowance
• Training & Career Planning
• Birthday & Length of Service Rewards
• Referral Bonus Scheme
• Regular Funded Social Events & Company Quarterly Event
• Funded Xmas Party

Basic Requirements:

• Basic computer skills
• Interpersonal skills: such as telephony skills, communication skills, active listening and client-care
• Ability to multi-task and adapt to changes quickly
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.

Responsibilities and duties:

• Dispatching tickets within the hour to meet SLA agreements, assigning resources and scheduling workloads appropriately.
• Act as the single point of contact to the client for all types of inbound service requests; To log all calls, and pre-process service requests as they arrive through email, telephone, manual entry, or direct client input via the portal.
• Ensure ticket quality meets required standards and policies for accurate information and that tickets, systems, colleagues and clients are always kept up to date.
• Manage technician queues ensuring tickets are assigned correctly for remote, workshop and site visit works meeting SLAs for responses and resolutions.
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• To maintain a high degree of customer service for all support queries and adhere to all service management principles and company policies.
• Build and maintain internal and external relationships providing a high level of customer service, improving client service, perception, and satisfaction.
• Assist with internal systems and recognise areas for improvements and better business practice.
• Assist and participate with meetings, training, courses, documentation and policies both personally and across the company.
• Ensuring all processes, policies and procedures are followed.

Preferable Requirements, Desirable skills:

• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key IT services for which support is being provided.
• ITIL v4 Foundation
• Exposure to CompTIA A+ or equivalent