IT Service Desk Dispatcher

The IT Service Desk Dispatcher plays a pivotal role in optimizing the use of internal and field resources by efficiently dispatching daily service requests. This involves closely monitoring and managing incoming client requests through a ticketing system. Additionally, the dispatcher serves as the initial point of contact for basic analyst issues, providing first-level support, and then directing more complex matters to the suitable resource for resolution.

• Serve as the primary point of contact for clients, handling a diverse range of service requests.
• Preliminarily process incoming service requests, whether received through the ticketing system or direct input.
• Efficiently dispatch and route tickets to the appropriate internal or field resource for prompt resolution.
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults
• Monitor Service Level Agreements (SLAs) to ensure timely ticket resolution, adhering to established metrics.
• Maintain proactive communication with clients, providing updates on incident progress and notifying them of planned changes or agreed-upon outages, ensuring transparency and client satisfaction.
• Collaborate with the service desk team to identify recurring issues and contribute to the development of solutions.
• Prioritize and escalate high-priority issues to ensure swift resolution and client satisfaction.
• Continuously update and maintain accurate records of service requests, resolutions, and other pertinent information.
• Participate in regular training sessions to stay abreast of technological advancements and enhance skill sets.
• Foster a positive and collaborative working environment by effectively communicating with team members and other departments.
• Implement and follow established processes and procedures to streamline service desk operations and enhance overall efficiency.