Service Desk Dispatcher
Service Desk Dispatcher
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- 401(k) matching
- Competitive salary
- Dental insurance
- Employee discounts
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Tuition assistance
- Vision insurance
Service Request & Dispatch Management
- Serve as the primary point of contact for all client service requests.
- Gather detailed information from clients to classify tickets as incidents or service requests and assign appropriate priority levels.
- Assign schedule and dispatch tickets to engineers based on urgency technical complexity and contractual service level agreements (SLAs).
- Continuously monitor open service requests ensuring prompt followups and resolution.
- Escalate service requests that cannot be scheduled within agreed service levels.
- Schedule and manage internal and field technical resources using Autotask PSA.
- Balance workloads across the engineering team by optimizing schedules and adjusting assignments as needed.
- Track technician availability and ensure proper allocation of resources.
- Support onsite service work by coordinating and scheduling customer appointmentsKG3 PR4 .
- Keep clients informed of ticket progress status changes and expected resolution timelines.
- Ensure quick turnaround of service requests while maintaining excellent customer service.
- Address and escalate customer concerns appropriately to ensure resolution.
- Improve client service perception and satisfaction through proactive communication and followups.
- Ensure accurate logging of all service requests in the ticketing system.
- Monitor and ensure engineers enter time and documentation accurately in Autotask PSA.
- Generate and distribute service level performance reports to management.KG5
- Maintain accurate records of service requests dispatch activities and resolution statuses.
Our growth isnt measured in numbers its an investment in aligning with the best talent.
If you have a background and skillset for IT and a determined mindset to overcome any obstacle youll enjoy being part of TeamLogic IT. Our team exhibits a deepseated need to expand boundaries flex knowhow and resolve challenges with smart solutions. Thats a good thing since technology is always advancing creating an environment thats fastpaced and dynamic. When you work for a local office youre part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.
Were Committed to a People First Culture
Our philosophy is to support small and mediumsized businesses across the country so they perform better grow faster and achieve more. As a result we are constantly providing our teams with the highest level of support training and career advancement opportunities in an industry that is constantly evolving.
This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location and not to TeamLogic IT Corporate.
Employment Type
Full-Time
