Job description
Job Summary
We are looking for a Dispatcher to join our growing team. This role is ideal for someone looking for an entry-level position is tasked with holding down the fort for our Managed Services team and sounding the alarm for client issues that need immediate resolution.
While our dispatchers don’t need to be very technical, they are masters of following process—crossing every t and dotting every i. They have an impeccable knack for effectively communicating what needs to be done and looping in the right task force to accomplish the seemingly impossible—it’s just all in a day’s work.
As a remote, solo resource during their assigned shift, they have a specific rhythm that keeps them on task and in charge of all the processes simultaneously executing outside normal business hours. Simply put, this role is vital to our success – are you the weekend allocation artist we’ve been seeking?
This position is a part-time rotational Saturday & Sunday position from 8:30 AM - 3:30 PM CST. Based on the rotational weekly schedule, monthly working working hours will typically range from 7-21 hours.
Responsibilities (including but not limited to):
- Be available and logged into the Managed Services support queues and required tools
- Be the first point of contact for incoming issues and triage using our standard processes
- Ensure SLAs are being met on open tickets and escalate as required
- Follow New Call Process to:
- Answer Service Desk calls and emails via New Call Board
- Gather required information to identify pertinent ticket details
- Gather urgency and impact
- Create ticket
- Reference our Ticket Processing Guide to assign and escalate
- Communicate next steps to the client based on urgency
Follow Dispatch Process to:
- Pick up open tickets in the queue (both new calls and monitoring alerts)
- Review ticket details to understand the scope and skillset required to address the issue
- Prioritize and assign ticket to the appropriate engineer(s)
- Update Clients as necessary regarding their open tickets
- Follow Major Incident Escalation Process for identified Priority 1 “P1” tickets
- Successfully complete transitions by providing thorough hand-offs to our after-hours IT Service Coordinators, day-time Client Service Representatives, and Engineers.
Skills & Qualifications:
- Strong communication and organizational skills.
- Experience with a ticketing system preferred, ServiceNow, ConnectWise
- Familiarity with windows operating systems preferred
- Computer literacy
- Phone soft skills
- Autonomously perform sequential tasks in a timely and accurate fashion
- You enjoy roles that follow a set process and require attentiveness to details
- Your experience boasts of experiences where you played the “middle-man”, empathized with stressed individuals, and helped get them back on track.
