Dispatcher

Transitions Group; Wenatchee (WA); On-site; USD 45,000 - 70,000; Full time

Job summary

Transitions Group in Wenatchee, WA is seeking an IT Service Desk Dispatch Coordinator to be the first point of contact for service requests, triage tickets, and assess urgency.

You will schedule field resources, document tickets in real time, and strive to meet SLA targets while maintaining high customer satisfaction. The role requires fast-paced mindset and strong communication.

Qualifications

• 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.

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.

Skills

Strong attention to detail

Technical awareness

Multi-tasking under urgency

Basic technical diagnostic skills

Understanding of IT service tools

Verbal and written communications

Typing skills

Self-motivated in fast-moving env

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/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