The Help Desk Dispatcher plays a critical role in ensuring smooth and efficient IT service delivery. This position is the first point of contact for customer requests and is responsible for logging, validating, prioritizing, and dispatching tickets to the appropriate support teams. The dispatcher ensures clear communication, proper resource alignment, and adherence to SLAs, while providing exceptional customer service and maintaining operational efficiency.
Essential Duties & ResponsibilitiesTicket Management- Serve as the first point of contact for incoming tickets via, email, and ticketing system.
- Validate and log service requests with complete and accurate information.
- Categorize, prioritize, and assign tickets to appropriate technical teams.
- Monitor ticket queues and reassign or escalate requests to ensure SLA compliance.
- Perform quality checks on tickets to ensure documentation accuracy and completeness.
- Track and balance workload across support teams, ensuring optimal resource utilization.
- Proactively monitor technician availability and assign tickets based on skill set, workload, and urgency.
- Assist with reporting by documenting metrics such as ticket volume, SLA adherence, and escalation trends.
- Follow standard operating procedures (SOPs) and contribute to process documentation updates.
- Participate in daily standups and shift handovers to ensure smooth knowledge transfer.
- Perform other duties as required by management.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Excellent verbal and written communication skills for customer and team interactions.
- Strong problem-solving and decision-making skills to correctly prioritize and route tickets.
- Basic knowledge of IT concepts (networks, servers, applications, end-user devices).
- Ability to remain calm and professional under pressure, particularly during high-severity incidents.
- Proficiency in using ticketing/ITSM systems (ConnectWise)
- Strong customer service orientation with a focus on empathy, patience, and professionalism.
- Attention to detail in documenting ticket activity and updating records accurately.
- Ability to follow escalation procedures and think critically when determining urgency.
- Familiarity with SLA/OLA tracking and performance metrics.
- Proficient with Microsoft Office Suite and collaboration tools (Teams, Slack, Zoom).
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What We Do
ICE is a leading managed IT solution provider specializing in full-range, vendor-independent managed IT services to small and mid enterprises for over 24 years. 97% CSAT (Client Satisfaction Score) with over 5,000.00 client reviews, customer service is front and center at ICE. Our objective is to be Trusted IT Partner for our clients. We specialize in Cybersecurity and provide 24x7x365 security detection and response services. We are also SOC 2 compliant.
