IT Service Desk Dispatch Lead

Palmetto Technology Group (PTG); Wenatchee (WA); On-site; USD 42,000 - 60,000; Full time

Job summary

Palmetto Technology Group (PTG) is seeking an IT Service Desk Dispatch Coordinator to manage incoming requests, assess impact and urgency, and schedule resources to meet SLAs and client satisfaction. The role focuses on serving as the first client contact, triaging tickets, and ensuring timely, accurate ticket documentation.

Responsibilities include escalating and dispatching tickets by priority, documenting interactions in real time, and maintaining high ticket quality and customer CSAT.

Qualifications

• 1-2 years of field dispatching experience required.
• Experience handling high volume service requests.
• Ability to triage and prioritize service requests based on impact and urgency.

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

Skills

Attention to detail

Communication skills

Multitasking

Technical diagnostic skills

Ticketing knowledge

Self-motivation

Job description

Palmetto Technology Group (PTG) is seeking an IT Service Desk Dispatch Coordinator to manage incoming requests, assess impact and urgency, and schedule resources to meet SLAs and client satisfaction. The role focuses on serving as the first client contact, triaging tickets, and ensuring timely, accurate ticket documentation.

Responsibilities include escalating and dispatching tickets by priority, documenting interactions in real time, and maintaining high ticket quality and customer CSAT.