The Service Dispatcher participates in the service provider’s incident management and resolution processes, and schedules and assigns resources to deliver all client services, whether they are remote or onsite support or services conducted at the provider’s location or elsewhere, such as a datacenter.
The Service Dispatcher is also included in the provider’s escalation process and alerted by their PSA or ticketing solution should service requests risk missing SLA. Service Dispatchers utilize the provider’s chosen software management tools, processes and procedures to manage dispatch functions during technical service delivery.
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Service Dispatch Duties
The Service Dispatcher conducts very specific duties and activities to insure all service requests are properly identified, prioritized and assigned to the appropriate resources or queues for incident management and is responsible for maintaining SLAs. In addition, the Service Dispatcher coordinates with all onsite resources and clients in the disposition of their scheduling and communications activities.
Managing Technical Resources
The Service Dispatcher is responsible for the following resource management activities:
- Coordinating and managing the scheduling of all technical resources, including service desk, NOC and onsite or field service personnel
- Insuring that all technical resources are effectively utilized to maximize efficiencies and productivity
- Managing the workload among service delivery technical staff to insure appropriate and effective distribution and load-balancing of services to meet SLAs
- Fulfilling the Single Point of Contact (SPOC) role for all service delivery technical staff for communication, status reporting and support, whether service is delivered via remote or onsite support or conducted at the provider’s location or elsewhere
- Managing and maintaining consistent, regular communications with service delivery technical staff with special attention paid to onsite and field-dispatched resources to obtain status as it pertains to existing scheduled service completion time and its effect on follow-on onsite service appointments
- Setting and re-setting client expectations regarding onsite and field-dispatched resource arrival time based on ongoing status updates from the field and rescheduling onsite service with clients as needed based upon priority and resource availability
The Service Dispatcher is responsible for the following incident management activities:
- Identifying new service requests
- Contacting requestors for lacking, needed information in order to properly log/document requests
- Classifying new service requests based on device, application or service issue and degradation level along with impact
- Prioritizing new service requests based upon SLA
- Assigning new service requests to appropriate queues or individual resources
- Re-assigning and/or re-prioritizing service requests to other queues or individual resources to meet SLAs
- Insuring technical service staff maintain consistent incident management activity logging/documenting in PSA/trouble ticketing solution and delivering timely status updates and communication with affected parties
- Collating data and information to provide performance reporting on service delivery resource utilization, incident management performance, scheduling, adherence to SLA, client satisfaction and profitability
An effective Service Dispatch process will help ensure adherence to published SLAs, improve resource efficiencies, effectiveness and profitability and increase client satisfaction.
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