Dispatcher

Transitions Group; Savannah (GA); On-site; USD 35,000 - 50,000; Full time

Job summary

Transitions Group in Savannah, Georgia, is looking for an IT Service Desk Dispatch Coordinator. This role involves managing incoming service requests, triaging tickets, and ensuring client satisfaction by meeting service-level agreements.

The ideal candidate will have 1-2 years of dispatching experience, possess technical awareness, and demonstrate strong communication skills. You will be the first point of contact for clients, ensuring high-quality ticket management and operational excellence.

Qualifications

• 1-2 years of field dispatching experience required.
• Experience handling high volume service requests.

Responsibilities

• Serve as the first point of contact to the client for service requests.
• Triage incoming service tickets and phone calls.
• Manage pending service requests to ensure customer satisfaction.
• Ensure Ticketing Quality Assurance through proper ticket documentation.

Skills

Strong attention to Detail

Technical awareness

Ability to multi-task

Basic technical diagnostic skills

Understanding of technical support tools

Strong verbal and written communications skills

Typing skills

Self-motivated

Job description

Job Title

IT Service Desk Dispatch Coordinator

Job Summary

Responsible for managing incoming service requests, defining service impact and urgency, managing client expectation, and scheduling service team resources to ensure meeting client’s service-level agreement and client satisfaction.

Position Responsibilities

1. Operational
2. Serve as the first point of contact to the client for service requests
3. Triage incoming service tickets and phone calls
4. Ability to assess technical issues and appropriately define impact and level of urgency
5. Manage pending service requests to ensure customer satisfaction
6. Escalate, schedule, and dispatch service tickets according to priority of requests
7. Thoroughly document tickets on a real-time basis
8. Consistently exceed defined Service Level Agreements
9. Ensure Ticketing Quality Assurance through proper ticket documentation and agreement selection
10. Document internal processes and procedures related to duties and responsibilities

Qualifications / Skills

• Strong attention to Detail
• Technical awareness: ability to match resources to technical issues appropriately
• Ability to multi-task, adapt to changes quickly, and respond with a high sense of urgency
• Basic technical diagnostic skills and operating system knowledge
• Understanding of technical support tools and techniques used to provide IT services
• Strong verbal and written communications skills
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment

Credentials and Experience

• 1-2 years of field dispatching experience required
• Experience handling high volume service requests

Measures of Performance

• Real-time Ticketing
• 100% SLA Response Score
• Ticket Quality Assurance score > 95%
• Personal CSAT Score > 96%
• 100% Compliance TAP training goals