IT Service Desk Dispatcher - SLA & Ticket Champion

Courser; Wenatchee (WA); On-site; USD 42,000 - 54,000; Full time

Job summary

Courser is seeking an IT Service Desk Dispatch Coordinator to manage incoming service requests, define impact and urgency, and schedule service resources to meet client SLAs and satisfaction. The role requires proactive ticketing, real-time documentation, and effective escalation when priorities demand it.

Based in Wenatchee, WA, the position emphasizes rapid response, accuracy, and strong communication with clients and technicians to maintain high CSAT and SLA performance.

Qualifications

• Strong attention to detail and accuracy in ticketing and documentation.
• Technical awareness to match resources to issues.
• Ability to multi-task and adapt quickly with a sense of urgency.
• Basic diagnostic skills and operating system knowledge.
• Familiarity with IT service tools and techniques.
• Strong verbal and written communication skills.
• Typing skills for quick, accurate entry of service requests.
• Self-motivated, able 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 urgency.
• Manage pending service requests to ensure customer satisfaction.
• Escalate, schedule, and dispatch tickets based on priority.
• Document tickets in real time.
• Strive to exceed defined Service Level Agreements.
• Ensure Ticketing Quality Assurance through proper documentation and agreement selection.
• Document internal processes and procedures related to duties and responsibilities.

Skills

Detail orientation

Technical awareness

Multi-tasking & urgency

Diagnostic skills & OS knowledge

IT support tools & techniques

Verbal & written communications

Typing accuracy

Self-motivation in fast-paced env

Job description

Courser is seeking an IT Service Desk Dispatch Coordinator to manage incoming service requests, define impact and urgency, and schedule service resources to meet client SLAs and satisfaction. The role requires proactive ticketing, real-time documentation, and effective escalation when priorities demand it.

Based in Wenatchee, WA, the position emphasizes rapid response, accuracy, and strong communication with clients and technicians to maintain high CSAT and SLA performance.