Dispatcher / IME

Dispatcher / IME

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.

This role serves a dual purpose as an IME Room Booking Agent and will be performed in a backup capacity. The primary responsibilities include managing the reservations for meeting and event spaces, as well as assisting customers in selecting the most suitable venue by discussing their specific requirements.

Tasks

• Monitor, prioritize and assign incoming service requests in ServiceNow
• Ensure accurate prioritization based on urgency and SLA
• Efficiently allocate tasks to available IT technicians – considering workload, technician skill levels and location
• Serve as a primary point of contact for clients and internal staff
• Maintain detailed logs for each ticket and ensure proper documentation
• Identify and escalate critical issues promptly to the appropriate IT team or higher manager
• Identify improvement opportunities in response time and quality of service
• Manage all aspects of meeting and event space bookings, including availability checks, reservations, changes, and cancellations.
• Communicate directly with clients to identify their requirements and ensure they are matched with the most appropriate room or venue.

Skillset