Dispatcher - Wakefern
About Us
Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.
Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:
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Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
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Continuous professional growth and leadership opportunities.
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Health, wellness, and financial benefits to offer peace of mind to you and your family.
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World-class facilities and the technology you need to thrive – in our offices or yours.
Job Summary
SHI is seeking a motivated individual to join our Modern Workplace Services (MWS) team as a Dispatcher. In this role, you will be responsible for receiving service requests from customers, creating and managing tickets in SHI’s call management system, and dispatching work orders to a dedicated team of Field Service Technicians for IT and point-of-sale hardware repairs.
This is a remote, work-from-home position that supports a 24/7 operation. The Dispatcher serves as a key communication point, interacting with SHI employees and customers via telephone, Microsoft Teams, and email to ensure timely and accurate service delivery. Role Description
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Receive service requests from customers and create corresponding tickets in SHI’s call management system for assignments to Field Service Technicians.
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Communicate effectively with internal teams and SHI customers via telephone, Microsoft Teams, and email.
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Monitor and oversee call assignments to ensure all service requests are properly assigned and accepted by technicians.
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Make necessary system corrections and adjustments based on feedback from the field.
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Closely monitor email for incoming service requests and other critical communications.
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Update technician schedules as needed to reflect changes and maintain accuracy.
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Verify that all service requests include complete customer information and the required details for successful dispatch.
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Work flexible shifts, including evenings and weekends, and be available for on-call overnight hours to handle emergency calls.
Behaviors and Competencies
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Communication: Can communicate simple ideas and information clearly.
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Initiative: Can demonstrate a willingness to take on new tasks and responsibilities when assigned.
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Productivity: Can demonstrate a willingness to complete assigned tasks in a timely and efficient manner.
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Prioritization: Can demonstrate a willingness to follow a given order of tasks and complete them accordingly.
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Multi-Tasking: Can demonstrate a willingness to take on multiple tasks and responsibilities when assigned.
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Problem-Solving: Can demonstrate a willingness to address and resolve problems when they arise.
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Following Instructions: Can demonstrate a willingness to follow instructions and complete assigned tasks as directed. Embracing Change: Can demonstrate a willingness to adapt to new changes.
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Detail Oriented: Can demonstrate an ability to follow instructions and complete tasks as assigned.
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Adaptability: Can demonstrate a willingness to accept feedback and adjust to new tasks or changes in the workplace.
Skill Level Requirements
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Overseeing the organization and maintenance of contracts and insurance certificates to ensure compliance and accessibility. - Basic
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Experience in utilizing Microsoft SharePoint for document management, collaboration, and workflow automation to enhance team productivity and information sharing. - Basic
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Experience in managing and maintaining computer systems and networks to ensure optimal performance and security. - Basic
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Efficiently managing the collection and review of incoming mail to ensure timely and accurate processi