Service Desk Dispatcher

Are You the "Voice" of the Room? 🎧

• Do you have the unique ability to explain technical concepts to non-tech people without making their eyes glaze over?
• Can you assess a situation, gather the facts, and get a plan in motion in under 3 minutes?
• Do you love the energy of IT but prefer people over programming?

Global Tech Solutions is looking for a Service Desk Dispatcher to be the Communications Nexus of our company. You are not just answering phones; you are the Director of First Impressions. You set the tone for the entire client experience.

The Mission 🚀

Your goal is simple: Intake, Triage, and Route. The Help Desk is the engine that does the work, but Dispatch is the steering wheel that ensures every task ends up in the right place.

What You’ll Do

• Be the First Point of Contact: Handle incoming calls with a professional, empathetic, and upbeat demeanor. You are the face (and voice) of GTS.
• Expert Triage: Listen to the client, ask the right probing questions, and determine the Severity, Urgency, and Complexity of the issue.
• Precision Ticket Creation: Create "meticulously detailed" service tickets. We value quality over quantity—accurate contact info and clear, brief summaries are your superpowers.
• Traffic Control: Route tickets to the correct technical team or resource. You aren't expected to fix the server, but you need to know who can.
• Manage Expectations: Set realistic timelines for clients. You convey confidence that their issue is being handled, even if you aren't the one fixing it.

Who You Are

• Not a Tech, But Tech-Savvy: You don't need to be a systems engineer, but you should know your way around a computer and understand basic IT terminology.
• Detail-Obsessed: You understand that a wrong phone number or a vague summary can ruin a ticket's lifecycle. You get it right the first time.
• Efficient: You know how to get to the root of a problem quickly. Our goal is efficient, high-quality intake calls (typically ~3 minutes).
• Emotionally Mature: You can handle a frustrated client, de-escalate the situation, and move them toward a solution with a positive attitude.

Requirements

• Excellent phone etiquette and oral communication skills (Non-negotiable).
• Proven knowledge/competency of basic computer skills (Word, Excel, Chrome, Ticketing Systems).
• Ability to work in a fast-paced, high-pressure environment.
• Previous experience in Dispatch, Customer Service, or an MSP environment is a huge plus!

Why Join Global Tech?

• Be Vital: You are a critical part of our client service delivery strategy.
• Growth: We are a fast-growing, nationally recognized MSP.
• Culture: Join a team where every member is an important part of our success.
• Benefits: Health, Dental, Vision, 401k, and Paid Time Off.
• Ready to be the voice of our team? Apply Now!
• Email ServiceDeliveryJobs@GlobalTS.com