Title: Area Dispatcher       

Reporting to: Call Desk Supervisor

Location: Dundee Service Facility

Principal Objectives:

      Successfully control and co-ordinate interventions (site visits) for approximately 20-30 field-based engineers. 

      Management of interventions until successful conclusion for customers.

      Provide 1st line technical support to customer.

Key Responsibilities:

      Call Handling (to receive and log into Database all service calls)

      Controlling and co-ordinating of daily workloads for field technicians to ensure maximum efficiency and utilisation of resources while maintaining successful service level agreements % and customer satisfaction.

      Updating customer databases

      Completion of daily/weekly and monthly reports

      Daily administration as directed by call desk supervisor

      Log and, where applicable, deal with customer queries and complaints

      Remote diagnostics and level 1 fix of customer IT issues

      Liaise with customers' site staff to effect immediate resolution to faults.

As per Health and Safety at Work Act 1974, Employee's must also

  Take care of their own health and safety and that of others

  Co-operate with their employers

  Not interfere with anything provided in the interest of health and safety

Skills & Abilities Required (Essential):

  Previous experience in a customer service role

  Good communication skills (particularly verbal)

  Good organisational & time management skills

  Proven ability to multitask

  Successful working as part of a team     

  Good understanding of Microsoft packages i.e. Outlook, Excel, Word.

  Flexible - Flexible contract 07.45 to 20.00 Sunday to Saturday (five days out of seven)

Skills & Abilities Required (Desirable):

  Good understanding of IT and bespoke software packages

Additional

  Once in position candidate to receive training in line with Health & Safety Law.