IT Dispatcher

Job Description

REQUIREMENTS

• High school diploma or equivalent.
• Minimum of 2 years in customer service, dispatching, project management, or equivalent combination of education and experience.
• Customer service experience in a call center, dispatch center, or telecommunications organization is a plus.
• Previous MSP dispatch and/or coordination experience is highly desired.
• Experience with ConnectWise or similar ticketing systems is highly desired.
• Ability to quickly and accurately determine incident scope and impact.
• Demonstrable competency in use of MS Office products:
  • Outlook – high level for e-mail and organizational tracking tasks
  • Excel / Word – intermediate skill
• Ability to multitask with an appropriate sense of urgency.
• Superior customer service and communication skills, both written and verbal.
• Efficient time management skills.
• Superior documentation and follow-up skills.
• Spanish bilingual skills are highly preferred.

RESPONSIBILITIES

• Answer high volume incoming calls and chat requests from our call center.
• Identify incoming service requests within ConnectWise Triage board and remove unwanted SPAM.
• Perform ticket triage by clarifying and updating fields within tickets to ensure technicians can quickly and accurately gauge the scope of the service requests.
• Schedule tickets to the most appropriate resources based on urgency, availability, and technician skill level.
• Adhere to internal security policies by seeking approval for access changes in service requests from client’s IT liaison in writing, where appropriate.
• Set client expectations regarding the availability of resources for tickets that come into the service board and tickets that require dispatching.
• Maintain an awareness of trends in client’s service requests and alert service managers or primary consultants to recurring issues, particularly when problems reported may be indicative of a larger issue.
• Assist with low level tickets such as password reset requests and group membership changes.
• Make outbound phone calls on positively rated tickets and request they convert to positive reviews on Google.
• Forecast workload for support staff, including weekend and after-hour work, to assist with scheduling and escalating work.
• Prepare resource schedules for helpdesk coverage, escalation engineers, on-call resources, departmental shadowing, and team meetings.
• Update client information (i.e. client engineer assignments, primary liaisons, etc.), as needed.
• Periodically review open requests and verify their status, proper client agreements are selected, and a resource is assigned.

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