Dispatcher

Palmetto Technology Group (PTG); Savannah (GA); On-site; USD 42,000 - 56,000; Full time

Job summary

Palmetto Technology Group (PTG) is seeking an IT Service Desk Dispatch Coordinator in Savannah, GA. You will manage incoming service requests, determine impact and urgency, manage client expectations, and efficiently schedule service team resources to meet SLAs and satisfaction targets.

The role emphasizes real-time ticketing, accurate documentation, and escalations as priorities dictate, requiring strong communication, technical awareness, and the ability to work in a fast-paced environment.

Qualifications

• 1-2 years of field dispatching experience required.
• Experience handling high-volume service requests.
• Strong attention to detail.
• 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 communication 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.

Responsibilities

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

Skills

Attention to detail

Technical awareness

Multi-tasking

OS knowledge

Support tools understanding

Verbal communication

Written communication

Typing skills

Self-motivation

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

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

Qualifications and 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