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IT Service Desk Dispatcher

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Company/Organization: Breeze End Technology Inc


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.


* Basic computer and operating system knowledge
* Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
* Ability to work in a team and communicate effectively
* Ability to multi-task and adapt to changes quickly
* Technical awareness: ability to match resources to technical issues appropriately
* Service awareness of all organizations key IT services for which support is being provided
* Understanding of support tools, techniques, and how technology is used to provide IT services
* Typing skills to ensure quick and accurate entry of service request details
* Self-motivated with the ability to work in a fast moving environment
* Operating Systems
* Computer Skills
* Dispatching
* Communication Skills
* Typing
* High School Diploma or GED

Paid Internship Info:



20 - 30

End Date:

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IT  Service  Desk  Dispatcher   
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