Interplay is a hands-on, service-driven IT management firm in Seattle and we've been in business since 2001. We provide complete IT outsourcing services for clients which range from 20 to 300 users in size. We're lean but capable, which has attracted some demanding (but very cool!) clients. We use a fixed-fee approach to IT management which includes support, monitoring, administration, security management and "Virtual CIO" for a flat monthly rate. Our clients see us a natural extension of their business. They trust us to advise them on and implement solutions that will make them more efficient and profitable. And we firmly believe in a less is more approach--we actively remove unnecessary complexity from our clients' IT landscapes. Right now we're in a growth phase and are looking for the right person to join our team for the long haul. We pay competitive wages, pay for training and offer an uncommonly relaxed office environment. As a team member, you'll have a lot of creative control over how you do your work and what subjects you want to train on. If you can prove yourself you won't be micromanaged, and your ideas won't be dismissed or ignored. And as the company grows you will be rewarded. Position:IT SERVICE DISPATCHER The IT SERVICE DISPATCHER is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. You will perform service request intake from clients; assign, schedule and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong client relations are a must. The right fit for our team will demonstrate a strong work ethic, exemplary problem-solving skills, outstanding people skills and a passion for their work. Benefits: + Flexible Hours + We pay for your training + Office is very conveniently located in Southcenter. + 20 minutes to downtown Seattle. + Very relaxed work environment + Casual dress is fine (unless you're visiting a client then it's Business Casual) + All the coffee you can drink + Other energy drinks and sodas provided + We'll buy you lunch at least once a week + On-site exercise facility and showers + We generally go home at 5pm most nights + Beautiful, quiet, lushly landscaped campus with free and plentiful parking Job duties for this position include, but are not limited to: + Act as the single point of contact to the client for all types of service requests + Coordination of all IT support groups to ensure maximum utilization of billable resources + Pre-process service requests as they arrive through email, manual entry, or direct client input + Schedule internal and field technical resources on the PSA dispatch portal + Monitor resource schedules to ensure prompt time entry on service requests + Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages + Improve client service, perception, and satisfaction + Fast turnaround of client requests + Ability to work in a team and communicate effectively + Improve usage and increase productivity of IT support resources + Escalate service requests that cannot be scheduled within agreed service levels or require special handling + Partner with the Project Manager to schedule projects + Report the utilization of IT Support resources and successful completion of service requests to the Service Manager + Understand processes in PSA by completing assigned training materials and blueprints + Enter all work as service tickets into PSA + Occasionally answer and close tickets as capability and time permits (such as password resets) Skills & Abilities: + Basic computer and operating system knowledge + Interpersonal skills: such as telephony skills, communication skills, active listening and client-care + Ability to multi-task and adapt to changes quickly + Technical awareness: ability to match resources to technical issues appropriately + Service awareness of all organization?s 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 Preferred Knowledge: Previous Client Service or phone related skills; familiarity with computer system support terminology concepts. Applying for this position requires a cover letter. In your cover letter: + You should be able to demonstrate that you possess that elusive trait -- the ability to summarize, speak and write technical issues in a way that a non-technical audience can understand. + And since IT is a tough field and working for a small company can be intense at times, showing your sense of humor certainly does not hurt. SUBMISSIONS WITHOUT A COVER LETTER WILL BE DELETED.