Service Desk Dispatcher Share:

ROBO	Vancouver, WA 98662
Employment Type	Full-Time

Description

Company Overview: ROBO is a fast-growing IT managed service provider (MSP). We pride ourselves on doing two things: delivering exceptional customer service and developing elite technical talent. If you-re looking for a chance to grow and thrive on technical challenges to solve, we-re your dream come true.

ROBO Culture: ROBO is founded on its 6 core values: Endless Learning, Caring is Our Superpower, Own the Problem, Follow Up & Follow Through, Adapt and Overcome, A positive energetic environment brings life to work! ROBOs live out the core values every day and are fanatical about providing the best customer service. At ROBO we are passionate about our employees, helping them develop their skill and knowledge to reach beyond their potential.

Position Summary: The Service Desk Dispatcher manages and coordinates incoming service tickets to ensure efficient resolution and client satisfaction. This role focuses on promptly dispatching service requests, triaging and allocating client inquiries to appropriate resources, and monitoring ticket progress. By optimizing support processes and ensuring effective resource coordination, the Service Desk Dispatch plays a vital role in upholding high service standards and addressing client needs in a timely and effective manner.

Responsibilities

Pre-process service tickets that arrive through email, manual entry, or direct client input
Review and triage incoming service tickets based on priority, urgency, and category
Gather additional information from clients as needed to ensure accurate ticket documentation
Monitor tickets and ensure tickets are efficiently dispatched and routed
Monitor Service Boards and perform cleanup of ticket to ensure no dropped balls
Monitor resource schedules to ensure prompt time entry on service requests
Communicate with clients as needed, keeping them updated on incident progress and informing them of any upcoming changes or planned outages
Basic Ticket completion - Password Reset and Spam Filter
Report Service Desk metrics to Service Desk Manager
Complete Tier 1 basic tickets, including password resets and spam filter tickets

Qualifications

Must be organized and detail-oriented
IT experience is preferred
Good time management skills

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