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The technician is going to be late, what do i do?

It is the responsibility of the technician to inform the dispatcher that they will be arriving late to their appointment.  They must notify the dispatcher at least 15 minutes ahead of time.  This gives the dispatcher enough time to then turn around and contact the client.

The dispatcher must inform the client that the technician will be late due to unexpected set back at his current appointment. Let the client know that as soon as the technician leaves his current job, he will call the client to let them know that he is on his way or he must notify the dispatcher and let the dispatcher know to notify the client again.

What is the dispatchers job description and duties?

The below list is an example of some of the core duties of the dispatcher/Office manager.  The following list is not complete and can include other duties that may be assigned by management.

  • Answer client calls that come into the main line and emergency line from clientele while keeping it under 3 rings.
  • Track and create trouble tickets as necessary for trouble issues and client requests
  • Ensure trouble tickets are getting resolved within a maximum of 3 days
  • Respond to client requests and inquiries for status updates for existing tickets
  • Manage technician calendars and appointments related to field dispatch
  • Monitor, manage and prioritize trouble tickets for technicians to meet existing SLA
  • Empty trash bins for all trashes within the M Cubed office including boxes and shredding machine
  • Label each incoming hardware according to clientele
  • Maintain the Parts file
  • Other duties as assigned according to managers direction
  • Check the mail every 2 days
  • Follow up on all Kansas tickets for old tickets or missed tickets
  • Review daily tickets within each technicians queue or Lawrence queue
  • Ensure work bench is clean and organized
  • Call Tom when the recycle pile gets too much

 

I received a call asking for the Director of IT or who ever is in charge.

From time to time, you will get solicitation calls from vendors and marketing people trying to speak to the director.  When you get these, pass them to the voicemail for David.

If David is expecting a call from a vendor, he will always let you know ahead of time first so that you can pass the call to him when they call.  If he has not given you the heads up, this means it is a solicitation call.