Dispatcher

Service Desk Dispatcher

The Service Desk Dispatcher plays a crucial role in ensuring that client service requests are handled efficiently and effectively. As the first point of contact for incoming support tickets, the Dispatcher is responsible for prioritizing, assigning, and scheduling technical resources to address client needs. The role requires strong organizational skills, excellent communication, and a customer-focused approach to ensure timely resolution of IT support issues. This role is ideal for candidates with experience in IT service coordination, dispatching, or customer service within a Managed Service Provider (MSP) environment.

Responsibilities include:

• Serve as the primary point of contact for all client service requests.
• Gather detailed information from clients to classify tickets as incidents or service requests and assign appropriate priority levels.
• Assign, schedule, and dispatch tickets to engineers based on urgency, technical complexity, and contractual service level agreements (SLAs).
• Continuously monitor open service requests, ensuring prompt follow-ups and resolution.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Schedule and manage internal and field technical resources using Autotask PSA.
• Balance workloads across the engineering team by optimizing schedules and adjusting assignments as needed.
• Track technician availability and ensure proper allocation of resources.
• Support onsite service work by coordinating and scheduling customer appointments.
• Keep clients informed of ticket progress, status changes, and expected resolution timelines.
• Ensure quick turnaround of service requests while maintaining excellent customer service.
• Address and escalate customer concerns appropriately to ensure resolution.
• Improve client service perception and satisfaction through proactive communication and follow-ups.
• Ensure accurate logging of all service requests in the ticketing system.
• Monitor and ensure engineers enter time and documentation accurately in Autotask PSA.
• Generate and distribute service level performance reports to management.
• Maintain accurate records of service requests, dispatch activities, and resolution statuses.

Our growth isn't measured in numbers, it's an investment in aligning with the best talent.

If you have a background and skillset for IT and a determined mindset to overcome any obstacle, you'll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries, flex know-how and resolve challenges with smart solutions. That's a good thing since technology is always advancing, creating an environment that's fast-paced and dynamic. When you work for a local office, you're part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.

We're committed to a people first culture.

Our philosophy is to support small- and medium-sized businesses across the country so they perform better, grow faster and achieve more. As a result, we are constantly providing our teams with the highest level of support, training and career advancement opportunities in an industry that is constantly evolving.