Dispatcher

Courser•Wenatchee, WA

26d•$18 - $20

About The Position

The IT Service Desk Dispatch Coordinator manages incoming service requests, assesses service impact and urgency, manages client expectations, and schedules service team resources to meet client service-level agreements and support client satisfaction. The role serves as the first point of contact for clients, triages service tickets and phone calls, and coordinates escalation, scheduling, and dispatch according to request priority. It also requires real-time ticket documentation, consistent attention to service-level performance and ticket quality, and documentation of internal processes and procedures. Performance is measured by real-time ticketing, a 100% SLA response score, a ticket quality assurance score above 95%, a personal CSAT score above 96%, and 100% compliance with TAP training goals.

Requirements

1–2 years of field dispatching experience.
Experience handling high-volume service requests.
Strong attention to detail.
Technical awareness and the ability to match resources to technical issues appropriately.
Ability to multitask, adapt quickly to changes, and respond with a high sense of urgency.
Basic technical diagnostic skills and operating system knowledge.
Understanding of technical support tools and techniques used to provide IT services.
Strong verbal and written communication skills.
Typing skills for quick and accurate entry of service request details.
Self-motivation and the ability to work in a fast-moving environment.

Responsibilities

Serve as the first point of contact for clients with service requests.
Triage incoming service tickets and phone calls.
Assess technical issues and define their impact and urgency.
Manage pending service requests to support customer satisfaction.
Escalate, schedule, and dispatch service tickets according to request priority.
Document tickets thoroughly in real time.
Consistently meet or exceed defined Service Level Agreements.
Ensure ticket quality through proper documentation and agreement selection.
Document internal processes and procedures related to the role.
Meet performance measures for real-time ticketing, SLA response, ticket quality assurance, personal CSAT, and TAP training compliance.