Job Title: Service Desk Dispatcher

Reports To: Manager, Service Coordination

FLSA Status: Non-Exempt

Job Overview: The Service Desk Dispatcher is a vital member of our Managed Services team, responsible for efficiently managing client technical issues from initial contact through resolution. This role demands a strong problem-solving ability, and effective task prioritization to ensure timely client support. Serving as the primary interface for client technical concerns, the MSP Service Desk Dispatcher is instrumental in maintaining high client satisfaction and optimizing the efficiency of our IT support services.

Essential Functions

• Act as the primary point of contact for clients reporting technical issues, providing responsive and professional support.

• Conduct thorough assessments of reported problems, evaluating urgency and impact on client operations.

• Prioritize and categorize incoming support tickets based on severity and business impact.

• Ensure meticulous documentation of all pertinent details within the ticketing system.

• Communicate with clients to gather additional information and clarify reported issues, fostering clear understanding and effective problem resolution.

• Provide regular updates to clients on the status of reported incidents, maintaining transparency and managing expectations.

• Determine appropriate escalation paths for unresolved issues, coordinating with higher-tier support teams to ensure timely resolution.

• Collaborate cross-functionally with various departments to expedite issue resolution and enhance client satisfaction.

• Maintain comprehensive and up-to-date documentation of triage activities and resolutions, ensuring accuracy and accessibility.

• Contribute to the development of the knowledge base by documenting solutions and sharing best practices.

• Provide feedback on recurring issues and participate in continuous improvement efforts to enhance support processes.

• Act as the primary backup for the Manager of Service Coordination, assisting in their absence and ensuring continuity of service coordination functions.

• Fulfill other duties as assigned by management, demonstrating flexibility and adaptability in supporting team objectives.

Qualifications

• A high school or equivalent qualification is typically required.

• Strong problem-solving and critical-thinking skills.

• Excellent customer service skills.

• Ability to work in a fast-paced environment and prioritize tasks effectively.

• Ability to work independently and collaboratively in a team environment.

• Excellent communication skills, both written and verbal, with the ability to convey technical information clearly to both technical and non-technical audiences.

• Demonstrated ability to work effectively both independently and as part of a team, collaborating with colleagues to achieve common goals.

• Support and adhere to our company’s core values.

• Ability to work under pressure and adapt to changing situations is important.

• Maintain professional appearance and conduct at all times.

• Adheres to company work practices.

Physical Requirements

• Hearing: Adequate to perform job duties in person and over the telephone.

• Speaking: Must be able to communicate clearly with clients in person and over the telephone.

• Vision: Visual acuity adequate to perform job duties, including reading information from printed

o sources and computer screens.

• Other: Requires occasional lifting and carrying items weighing up to 40 pounds unassisted.

• Requires frequent bending, reaching, and repetitive hand movements (specifically keyboarding

and writing), standing, walking, squatting and sitting, with some lifting, pushing, and pulling.

exerted regularly throughout a regular work shift.

The above is intended to describe the general content and requirements for the performance for this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

TEAL IS AN EQUAL OPPORTUNITY EMPLOYER