Dispatcher

Job Description

Job Description

Reports To : Service Manager / Operations Manager

Job Summary :

The Dispatcher is the central coordination point for the MSP's technical team. This role is responsible for managing the scheduling and assignment of support tickets, ensuring that client issues are addressed promptly and effectively. The Dispatcher prioritizes tasks based on urgency, client impact, and resource availability while communicating with clients and technicians to ensure service delivery meets expectations.

Ticket Management :

• Monitor the service board to ensure all incoming support tickets are logged and categorized correctly.
• Prioritize and assign technician tickets based on urgency, SLA requirements, and team skill sets.
• Continuously update tickets with accurate information, including progress, status, and resolution details.

Scheduling and Coordination :

• Schedule on-site and remote support tasks for technicians.
• Coordinate resource availability to balance workloads across the team.
• Adjust schedules to accommodate emergencies, high-priority tickets, or staff availability changes.

Client Communication :

• Act as the primary point of contact for clients regarding ticket status and scheduling updates.
• Provide clear and timely communication to clients when delays, escalations, or additional resources are required.
• Gather additional details or clarification from clients to support efficient ticket resolution.

Escalation Management :

• Identify tickets that require escalation based on technical complexity, SLA thresholds, or client feedback.
• Notify team leads, senior technicians, or managers about high-priority or escalated issues.

Service Level Agreement (SLA) Compliance :

• Track and ensure tickets are resolved within SLA guidelines.
• Proactively identify and address potential SLA breaches by reallocating resources or escalating issues.

Reporting and Documentation :

• Maintain accurate records of ticket assignments, technician schedules, and client interactions.
• Generate and share reports on ticket statuses, team performance, and SLA compliance.
• Document and maintain dispatcher processes to ensure consistency and quality.

Team Support :

• Provide administrative support to the technical team, such as managing technician schedules and coordinating with vendors for hardware delivery or repairs.
• Act as a liaison between the technical team, management, and clients to ensure smooth communication and operations.

Qualifications :

Required Skills and Experience :

• Strong organizational skills with the ability to prioritize and multitask in a fast-paced environment.
• Excellent verbal and written communication skills.
• Customer service-oriented mindset with a focus on resolving client concerns efficiently.

Preferred Skills :

• Very basic understanding of IT concepts, such as networking, servers, and software troubleshooting.

Work Environment :

• Primarily office-based, with remote work flexibility as determined by company policy.