Service Desk Dispatcher

Summit 7 Systems • Remote, AL

1d • $35,000 - $45,000 • Hybrid

About The Position

An IT service desk dispatcher is the operational hub of a support team. They triage incoming requests, assign tickets to technicians based on technical skill and availability, track ticket statuses, and escalate high-priority issues to ensure fast resolution times and accurate billing.

Requirements

• High School Diploma or Equivalent
• Candidate must be open to any shift, on-call rotations, and potential weekend work to support a 24/7 operation.
• Use of Windows 10/11 and Microsoft Office applications
• Proven customer service skills
• Ability to work independently and a strong desire for personal and professional development
• U.S. citizen with the ability to pass an extensive background check

Nice To Haves

• Experience using ServiceNow, Kaseya, or other ITSM/ITAM Tools
• CompTIA Security+ Certification
• ITIL v4

Responsibilities

• Acting as the liaison between the customer, end-users, and technical staff.
• Prioritizing tickets and assigning them to Tier 1, Tier 2, or other resources appropriately.
• Monitoring queues to prevent tickets from aging and making sure Service Level Agreements are met.
• Checking and approving completed tickets for payroll and client invoicing.
• Knowledge of Service Level Agreements and Ticket priorities.
• Basic understanding of potential client issues
• Must understand different Service Types and assign accordingly.
• Able to manage many incoming phone calls and emails in a fast-paced environment.
• Able to communicate effectively with all departments.
• Engage with the Service Desk Leads regarding all High-Priority incidents.
• Able to follow procedures, guidelines, and policies outlined in Knowledge Base.
• Able to create documentation for procedures, guidelines, and policies in Knowledge Base.
• Assist with User Audits and other duties as described.
• Consistently documenting changes and updates to client information as required
• Communication with clients as required; acknowledgment of ticket receipt, keeping them informed of incident progress
• Proven communication skills and customer support experience or experience as a Dispatcher
• Strong phone contact handling skills and active listening
• Attention to detail and the ability to multitask.
• Resolute dedication to unparalleled customer service.
• Fast turnaround of client requests.
• Ability to work in a team and communicate effectively.
• Ensure requests are routed to the proper resource to be resolved quickly and efficiently
• Escalate service requests appropriately
• Responsible for entering all time and expenses as they occur
• Continuous education, expansion, and refinement of technical knowledge, and credibility through industry standard certifications
• Enhancing customer relations
• Demonstrate professional attitude with clients over the phone, on-site, and through emails to resolve all client requests/questions
• Other duties as assigned

Benefits

• Excellent health/dental benefits from BCBS of Alabama (accepted nationwide through the PPO network)
• See into the future with our luxurious VSP vision benefits
• Prepare for the long-haul courtesy of our 401k with company matching
• Unlimited mobile phone plan
• 10 days' vacation, 7 days sick time
• Bonuses and salary increase potential via our certifications plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED