Remote MSP Service Desk Dispatcher — US Shift

Tahche Outsourcing Services Inc; Manila; À distance; PHP 240 000 - 320 000; Plein temps

Résumé du poste

Tahche Outsourcing Services Inc. is seeking a Service Desk Dispatcher to optimize internal and field technical resources, handling intake, assignment, and dispatch for remote or onsite requests under an SLA-driven MSP setup.

This is a full-time role on a US shift with a work-from-home arrangement. You will coordinate service teams via Autotask, ensure accurate ticket documentation, communicate with clients, and pursue continuous improvement in incident response and resource utilization.

Qualifications

• 3+ years IT support experience in an MSP environment handling SME clients.
• Proficient with Autotask dispatch portal and ticketing.
• Strong client service mindset and communication skills in English.
• Ability to multitask and adapt quickly to changing priorities.
• Experience supporting multiple IT services and documenting details clearly.

Responsabilités

• Pre-process service requests from email, manual entry, or client input.
• Act as single point of contact for all service requests.
• Review and categorize tickets by priority, urgency, and complexity.
• Gather information from clients to ensure accurate ticket documentation.
• Coordinate IT support groups to maximize utilization of resources.
• Schedule internal and onsite resources on Autotask.
• Monitor resource schedules and ensure timely time entry.
• Inform clients of incident progress and outages.
• Improve client service and satisfaction; follow up after resolutions.
• Enter all work as service tickets in Autotask.
• Identify recurring issues and report to Service Desk Manager.

Connaissances

IT support MSP experience

Autotask

Client service

English communication

Multitasking

Outils

Autotask dispatch portal

Description du poste

Tahche Outsourcing Services Inc. is seeking a Service Desk Dispatcher to optimize internal and field technical resources, handling intake, assignment, and dispatch for remote or onsite requests under an SLA-driven MSP setup.

This is a full-time role on a US shift with a work-from-home arrangement. You will coordinate service teams via Autotask, ensure accurate ticket documentation, communicate with clients, and pursue continuous improvement in incident response and resource utilization.