Dispatcher

Courser; Savannah (GA); On-site; USD 45,000 - 60,000; Full time

Job summary

Courser in Savannah, Georgia, is looking for an IT Service Desk Dispatch Coordinator to manage incoming service requests. This role involves assessing technical issues, managing client expectations, and dispatching service team resources.

The ideal candidate will have 1-2 years of dispatching experience, a strong attention to detail, and the ability to handle high-volume requests while ensuring customer satisfaction and service-level agreement compliance.

Qualifications

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

Responsibilities

• Manage incoming service requests and define service impact.
• Serve as the first point of contact for service requests.
• Triage incoming service tickets and phone calls.
• Assess technical issues and define impact and urgency.
• Manage pending service requests for customer satisfaction.
• Escalate and dispatch service tickets based on priority.
• Document tickets in real-time and maintain SLA compliance.
• Ensure Ticketing Quality Assurance through documentation.

Skills

Attention to Detail

Technical awareness

Multi-tasking

Basic technical diagnostic skills

Understanding of technical support tools

Verbal and written communication

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