What are the responsibilities and job description for the IT Services Dispatcher position at Accessium Group INC?
IT solutions company located in the Western New York area (Buffalo) specializing in providing high-end information technology to clients across WNY and multiple states is currently hiring a Dispatcher. The candidate must meet the qualifications below. Must be professional, customer-focused, self-driven, and team-oriented—salary contingent on experience and competency.
***Only candidates local to Western New York will be considered***
Overview
We’re seeking a highly organized and proactive Dispatcher to join our team and help keep our service operations running smoothly. This role is responsible for managing incoming service tickets, coordinating technician schedules, and maintaining clear communication with clients and internal teams. If you're someone who thrives in a fast-paced environment, communicates effectively, and enjoys keeping things on track, we’d love to hear from you.
Key Responsibilities
1. Dispatching New Incoming Tickets
- Monitor, manage, and assign all new service tickets submitted through our ticketing system portal
- Review and clean up each ticket prior to assignment:
- Assign tickets to technicians using the dispatch portal considering both:
- Technician availability
- Technician skills and the nature of the issue
- Schedule tickets for a specific date and time based on when the technician is realistically available to work on the issue.
- Monitor internal chat rooms for real-time updates, especially for status changes not shown on the calendar (e.g., traveling, onsite, etc.).
2. Following Up on Existing Tickets (Needs Attention & Customer Updated)
- Regularly review tickets in the Needs Attention and Customer Updated statuses.
- Take appropriate follow-up action:
- Notify the assigned technician internally via the ticketing system and internal chat.
- Communicate with clients when necessary to provide updates, reassure them that the issue is being addressed, or set expectations for the next steps.
- Reschedule or reassign tickets as needed based on technician workload, availability, or changes in urgency.
- Keep all ticket statuses and notes accurate, timely, and easy to understand for both internal and external visibility.
Communication & Coordination
- Maintain clear and consistent communication with the Service Manager, providing updates on ticket flow, technician availability, and potential issues.
- Assist the Service Manager with dispatch-related tasks or other operational support as needed.
- Serve as a communication bridge between clients and technicians to ensure prompt attention and professional service.
Additional Responsibilities (Bonus)
- When possible, assist with Level 1 technical support tickets that do not require travel or on-site visits.
- Identify potential improvements in dispatch workflows or internal communication strategies.
Qualifications
- Previous experience in ticketing and dispatching.
- Strong organizational skills with the ability to manage multiple priorities efficiently.
- Excellent verbal and written communication skills.
- Comfortable using Google Workspace, especially Calendar and Chat.
- Basic technical understanding of IT environments and troubleshooting is a plus.
- Experience in an MSP or IT services environment is highly preferred.
