Junior IT Service Dispatch Coordinator

Freelance Latin America; Maracaibo; Presencial; VES 25.744.000 - 38.616.000; A tiempo parcial

Descripción de la vacante

Freelance Latin America is seeking a highly organized Junior IT Dispatcher to support a U.S.-based IT services team. You will coordinate incoming support requests, assign tickets to technicians, and communicate with customers to meet SLA expectations.

This is a remote, coordination-focused role with onboarding and ongoing coaching. You will work Monday–Friday, Pacific Time, with set client-defined hours and frequent collaboration with international teammates.

Formación

• 1+ year of experience in a service desk, help desk, call center, dispatch, or scheduling role.
• Strong written and verbal English communication skills with a clear, professional phone presence.
• Comfortable working with PSA or ticketing systems such as ConnectWise Manage, Autotask, HaloPSA, or similar platforms; training on the team's system will be provided.
• Solid Microsoft 365 skills, particularly Outlook, Teams, and basic Excel and SharePoint.
• Basic IT literacy and the ability to recognize common issues involving password resets, email, printers, connectivity, and VPNs for appropriate triage and routing.
• Strong calendar, scheduling, and time-management skills.

Responsabilidades

• Monitor the incoming support ticket queue and triage new requests based on urgency, impact, and SLA requirements.
• Assign and schedule tickets to the appropriate technician based on skill set, availability, and priority.
• Manage the daily technician schedule, filling gaps, maintaining utilization, and preventing double-bookings.
• Acknowledge new support requests and communicate expectations, appointment details, and status updates to customers.
• Escalate tickets that are at risk of breaching SLA requirements to the appropriate service leadership.
• Maintain accurate and current ticket information, including statuses, notes, time entries, and closure details.

Conocimientos

Service desk experience

English communication

Scheduling

Attention to detail

Calendar management

Customer service

Herramientas

ConnectWise Manage

Autotask

HaloPSA

Microsoft 365

Outlook

Teams

Excel

SharePoint

Descripción del empleo

Freelance Latin America is seeking a highly organized Junior IT Dispatcher to support a U.S.-based IT services team. You will coordinate incoming support requests, assign tickets to technicians, and communicate with customers to meet SLA expectations.

This is a remote, coordination-focused role with onboarding and ongoing coaching. You will work Monday–Friday, Pacific Time, with set client-defined hours and frequent collaboration with international teammates.