Service Desk Dispatcher

Job Description

Job Role: Service Desk Dispatcher / IT Support Coordinator

We are looking for an organized and proactive IT Support Coordinator to join our Service and Support team. In this role, you will be responsible for receiving support requests from clients and coordinating with technical teams to ensure issues are handled quickly and efficiently.

You will act as the main point of contact for service requests, assign, schedule, and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong client relations are a must.

Work Setup

• Location: Remote / Home-based (Philippines)
• Schedule: Monday to Friday, 8PM – 6AM Manila time (willingness to work a fixed 10-hour shift (including 1 hour of daily OT))
  
  

• Act as the single point of contact to the client for all types of service requests
• Coordination of all IT support groups to ensure maximum utilization of billable resources
• Pre-process service requests as they arrive through email, manual entry, or direct client input
• Schedule internal and field technical resources on the ConnectWise dispatch portal
• Monitor resource schedules to ensure prompt time entry on service requests
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Improve client service, perception, and satisfaction
• Fast turnaround of client requests
• Ability to work in a team and communicate effectively
• Improve usage and increase productivity of IT support resources
• Escalate service requests that cannot be scheduled within agreed service levels
• Report the utilization of IT Support resources and successful completion of service requests to the Service Manager
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as service tickets into ConnectWise
  
  

• Basic computer and operating system knowledge
• Interpersonal skills: such as telephony skills, communication skills, active listening and client-care
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment
  
  

• Previous experience in customer service, service desk, or IT support coordination
• Experience with service management tools such as ConnectWise is an advantage
• Experience handling client support requests or technical service coordination
• Experience with Microsoft Teams or similar collaboration/collaboration tools