Service Desk Dispatcher

This is a remote position.

SUMMARY

The Service Desk Dispatcher is responsible for real-time intake, prioritization, routing, and coordination of service requests to ensure tickets are assigned to the right technician, at the right priority, at the right time. This role is critical to SLA compliance, technician utilization, queue health, and client experience.

The Dispatcher acts as the traffic controller of the service desk, maintaining flow, reducing bottlenecks, and ensuring work is executed efficiently and consistently with pre-determined MSP standards. The dispatcher is also responsible for auditing the customer agreements monthly for add, moves and changes within the service level that we provide.

JOB RESPONSIBILITIES

Ticket Intake & Triage

• Monitor all incoming tickets via phone, email, portal, and monitoring alerts
• Perform initial triage, validation, and categorization of tickets based on pre-determined SLEs – both internal and external.
• Ensure accurate ticket type, sub-type, priority, and SLA assignment is done on every ticket.
• Identify and escalate P1 / P2 / P3 incidents immediately per escalation procedures and SLEs

Dispatching & Scheduling

Queue & Workflow Management

Communication & Coordination

Process & Quality Enforcement

Process & Quality Enforcement

QUALIFICATIONS

JOB REQUIREMENTS