Dispatcher

Dispatcher
Basel, Switzerland
Onsite

As members of the Dispatching Team, we are responsible for scheduling appointments based on the team`s availability, ensuring timely responses to service requests and incidents by prioritization. We play a crucial role in coordinating with end-users to resolve their issues, distributing tickets to the appropriate resolver groups and managing the team`s weekly schedule, strictly followed processes and guidelines. By proactively managing escalations, we ensure that urgent issues are resolved quickly, maintaining customer satisfaction and meeting our SLAs. Additionally, we also oversee the asset refresh project, which involves contacting users to schedule laptop replacements and accurately documenting and administering all related tasks.


Tasks

Monitor, prioritize and assign incoming service requests in ServiceNow

Ensure accurate prioritization based on urgency and SLA