Dispatch Agent

Insight Global; Blue Ash (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

Insight Global is recruiting for Dispatch Agent roles in the Cincinnati area to support the facilities maintenance and engineering teams. You will handle inbound calls and emails about work orders, while collaborating with field technicians across 2,700 stores nationwide to resolve issues and protect product loss.

The role emphasizes multitasking and adapting to change. Experience in level 2/3 Help Desk and triaging tickets is required.

Qualifications

• 3+ years of level 2/3 Help Desk experience.
• Experience with triaging and prioritizing tickets/work orders.

Responsibilities

• Answer inbound phone calls and emails regarding facilities work orders.
• Troubleshoot reported events with field technicians in the stores nationwide.
• Coordinate service with on-site technicians, store management and other internal stakeholders.
• Navigate multiple applications while multitasking and adapting to change.

Skills

Help Desk

Ticket Triage

Tools

Maximo

ServiceNow

ServiceChannel

fmPilot

Job description

A retail employer in the Cincinnati area is seeking Dispatch Agents to support the facilities maintenance and engineering team. Daily responsibilities include answering inbound phone calls and emails regarding facilities work orders and troubleshooting reported events with field technicians in all 2,700 stores nationwide. The program goal is to protect the client against product loss in stores. They will coordinate service with on-site technicians, store management, and other internal stakeholders. This role requires heavy multitasking and navigating multiple applications at once. Candidates should be adaptable to learning from change, difficulties, and feedback. Successful candidates will have experience with triaging, ticket/work order prioritization, change management, and a background in a level 2 or 3 support role.

Required Skills & Experience

• 3+ years of level 2 or 3 Help Desk experience
• Triaging Ticket/Work Order prioritization

Nice to Have Skills & Experience

• Facilities management platforms and other software (Maximo, ServiceNow, ServiceChannel, fmPilot)
• Manufacturing, production, or big box retail experience)
• Autonomous system diagnostics and troubleshooting