Service Dispatcher

Role

Experience: 0-2 Years

Shift timings: Rotational Shifts

Location: Hyderabad

The Service Desk Dispatcher maximizes the efficiency of IT support by triaging and dispatching service

requests. The dispatcher assigns service engineers, coordinates support teams, and schedules remote or

onsite service based on urgency and SLAs. The dispatcher has a background in client service and an

understanding of IT service management.

Key Responsibilities

Incident and Request Triage:

• Pre-process incidents and service requests by aligning them with Lockstep’s standards for summary and description.

• Evaluate and assign incident priority and then assign it to the appropriate team. Resource Coordination:

• Coordinate IT support teams to maximize the use of billable resources.

• Schedule remote and onsite technical resources in ConnectWise Monitor schedules to ensure timely entry on service requests.

• Increase productivity and effective use of IT support resources.

• Escalate service requests that cannot be scheduled within agreed service levels.

Ticket Management:

• Assist in managing ticket lifecycle to ensure timely scheduling and prevent stagnation.

• Record all work as service tickets in ConnectWise.

Quality Control:

• Review completed tickets to verify compliance with Lockstep’s quality standards.

• Report IT support resource utilization and successful request completions to the Client

Experience Team Lead.

Qualifications

Experience:

• Understanding of IT service management.

• Experience with ConnectWise Manage ticketing system.

• Familiarity with IT support terminology.

Technical and Management Skills:

• Basic knowledge of computers and operating systems.

• Technical awareness, including the ability to align resources with appropriate technical issues.

• Familiarity with key IT services provided by the organization and their support requirements.

• Understanding of support tools, techniques, and the role of technology in delivering IT services.

• Accurate and fast typing skills for service request entries.

Soft Skills:

• Ability to multitask and quickly adapt to changing situations.

• Self-motivated and able to work effectively in a fast-paced environment.

• Strong focus on customer service, bringing a sense of hospitality to each support interaction.

• Active listening skills to read between the lines in order to truly understand the clients need.

• Time management skills, maintaining organization during high-demand periods.

• Professional written and verbal communication skills

• Ability to work effectively in a team environment across time zones.

Reports To

• Client Experience Team Lead