Technical Support Dispatcher

Description

The Technical Support Dispatcher is responsible for all inbound user service requests; coordinating the dispatch of technicians for user issues requiring on-site or remote resolution; and organizing technician schedules for all Technical Support staff.

The Technical Support Dispatcher will be responsible for communicating directly with customers, who are the users of the service and are requesting service regarding issues via phone, email, or customer portal.  It is the Dispatcher's responsibility to ensure that all incidents, issues, and/or problems are logged, and contain all necessary information for a technician to resolve the user’s service issue and can assign the ticket to the proper technician who is qualified to remediate the support issue.

Key Responsibilities

Monitor Ticket Queues and Dispatch Tickets – 60%

• Point of contact for Centriworks clients for all types of service requests
• Pre-process service requests as they arrive through a phone call, ticketing system, or direct customer input.
• Ensuring the company name, contact information is entered in the correct fields i.e. Contact Phone Number, and Email Address
• Updating the status of tickets to include Type, Subtype, Item, Ticket Owner, SLA Agreement, and Priority of tickets.
• Schedule internal and field technical resources using their calendars.
• Monitor resource schedules to ensure prompt time entry on service requests.
• Communication with customers is required: keeping them informed of incident progress and notifying them of impending changes or agreed outages.
• Route incoming and existing tickets to the appropriate technicians.
• Monitor open service tickets to make sure the team is meeting customer SLAs.
• Improve customer service, perception, and satisfaction with fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Improve usage and increase the productivity of IT support resources.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Report on the utilization of IT Support resources and successful completion of service requests by the Technical Support Manager.
• Responsible for entering time and expenses as they occur.
• Enter all work as service tickets into I.T. ticketing systems.
• Escalate requests to other team members as necessary.
• Communicate ticket status and updates to clients and internal stakeholders
• Identify recurring issues and flag for root cause analysis

Data Collection Agent – 30%

• Serve as the primary technician for issues
• Provide technical support for this application
• Document clear troubleshooting notes with the I.T. ticketing system
• Provide positive customer support for all clients.

Collaborate Across IT Departments – 10%

• Work closely with network engineers, systems administrators, and project teams to resolve cross-functional issues
• Participate in team meetings and contribute to knowledge-sharing initiatives
• Support onboarding and offboarding processes in coordination with HR and IT operations

Requirements

Required Qualifications

• Associate degree
• 1+ year in a technical customer support role
• Experience in IT ticketing systems
• Positive attitude and strong willingness to continually learn
• Excellent communication and organizational skills

Preferred Qualifications

• CompTIA Network+ Certification
• Proven problem-solving ability and team-oriented mindset
• Desire to grow professionally within the IT Services industry

What Success Looks Like in This Role

Success in the Technical Support Dispatcher role is defined by the ability to deliver exceptional customer support and service. A successful team member assigns issues efficiently to the correct technicians. They are organized, communicative, and collaborative, ensuring smooth operations and high client satisfaction. This individual is recognized as a dependable problem solver and a key contributor to the Centriworks I.T. team.