RSM Cloud & Managed Services - Service Desk Dispatcher
Position Description
The RSM Cloud & Managed Services Service Desk Dispatcher role is responsible for finding resources on all Client Resource Center (CRC) and RSM Cloud & Managed Services service related tickets\calls. The position is responsible for the pace and control of the service tickets being dispatched out to available RSM field consultants and\or Service Desk Analysts for remediation, along with assisting RSM field consultants find an appropriate resource to transfer\escalate\reassign tickets to.
Examples of the candidate’s responsibilities include:
- Coordination of CRC and RSM Cloud & Managed Services tickets to available resources.
- Entering service requests as they arrive through email, manual entry, or direct customer input.
- Scheduling resources and following up on requests to ensure proper response time and needs are met for client.
- Assist clients and resolve simple technical issues. (Account unlocks, password resets, etc…)
- Adhere to documented processes and procedures in accordance with RSM Cloud & Managed Services SOC audit controls.
- Communication with customers as required: keeping them informed of ticket progress, notifying them of impending changes and\or agreed outages.
- Document all pertinent client end-user identification information, including client name, end-user name, contact information and nature of problem or issue.
- Enforce workflow timing thresholds and follow up with assigned resources.
- Maintain\update client documentation when needed.
- Improve customer service, perception, and satisfaction.
- Escalate turnaround of customer requests.
- Notify Service Desk Supervisors\Managers of any issues relating to SLA expectations.
- Ability to work in a team and communicate effectively with others.
- Responsible for entering time and expenses as it occurs.
- Other duties as assigned.
Basic Qualifications
- Basic computer and operating system knowledge.
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-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.
- Strong organizational skills.
- Willingness to travel to other regional offices when needed. Overnight travel is less than 5%.
You want your next step to be the right one. You've worked hard to get where you are today. And now you're ready to your unique skills, talents and personality to achieve great things. RSM is a place where you are valued as an individual, mentored as a future leader, and recognized for your accomplishments and potential. Working directly with clients, key decision makers and business owners across various industries and geographies, you'll move quickly along the learning curve and our clients will benefit from your fresh perspective.
Experience RSM US. Experience the power of being understood.
About RSM:
RSM US LLP is a leading provider of audit, tax and consulting services focused on the middle market. We guide our clients through business challenges by understanding their needs and bringing together the right team to address them. With 9,000 professionals and associates in 86 cities nationwide and access to more than 38,300 people in 120 countries through our membership in RSM International. RSM uses its deep understanding of the needs and aspirations of clients to help them succeed. For more information, visit www.rsmus.com , follow our Careers Blog, like our Facebook Careers page, follow us on Twitter and Instagram, and/or connect with us on LinkedIn.
RSM is an equal opportunity/affirmative action employer. Minorities/Females/Disabled/Veterans.