Service Desk Dispatcher
Johnson Business Technology Solutions, Inc.
Johnson Business Technology Solutions, Inc.
Brentwood, TN Brentwood, TN Full-time Full-time $45,000 - $50,000 a year $45,000 - $50,000 a year 8 days ago 8 days ago 8 days ago
Job Description:
POSITION SUMMARY The Help Desk Dispatcher is responsible for reviewing, validating, triaging and assigning incident and service request tickets to technical support personnel.
This is a non-technical role and involves frequent communication with customers, staff, and vendors.
The Help Desk Dispatcher supports a team of technicians by delivering non-technical support and is responsible for reviewing, validating, triaging, and assigning tickets to technicians.
ESSENTIAL DUTIES & RESPONSIBILITIES Primary responsibility is overall resource coordination, not direct technical support.
Single point of contact to the customers and employees for all service requests.
Responsible for triaging and assigning the requests to appropriate groups.
Responsible for collecting information by listening and asking relevant questions to determine types of calls, ticket priority levels and triage criteria.
Ensure tickets are efficiently assigned by monitoring resource schedules for availability and capability to work tickets.
Communicate with customers as required via phone or ticketing system; keep customer informed of ticket progress.
Provide clear, detailed, and accurate information to IT personnel.
Review tickets for quality control.
Process all tickets within SLA guidelines and follow procedural requirements.
Performs other duties as assigned.
Critical incident management; initiating call bridges, managing critical incidents.
Follow-up on tickets throughout the tickets lifecycle to ensure issues are being addressed in a timely manner.
Work with technical manager to ensure the technical staff are being responsive and productive KNOWLEDGE, SKILLS & ABILITIES Comfortable communicating with both internal and external customers.
Basic IT knowledge and understanding of IT terms.
Proven ability to work with a ticketing system or in a help desk environment.
Excellent communication skills, both verbal and written.
Exceptional customer service skills.
Proficient problem-solving skills.
Ability to follow processes and procedures.
Excellent organizational skills.
Must be detail oriented.
Ability to multi-task.
Technical awareness:
ability to match resources to technical issues appropriately.
Proficient typing skills to ensure quick and accurate entry of ticket request details.
Able to be highly confidential.
Proficient with computers to include the utilization of Microsoft programs such as Word, Excel, Power Point and Outlook.
Ability to work in a team environment.
Manages stress and/or fast pace effectively.
Assist with other task assigned to provide support for other departments EDUCATION & EXPERIENCE High School Diploma or GED required.
Associate's degree or equivalent education and/or relevant work experience required.
1-2 years of help desk or other dispatcher experience or other related skills is required.
POSITION REQUIREMENTS:
PHYSICAL REQUIREMENTS Primarily sitting with some walking, standing, and bending.
Able to hear and speak into a telephone.
Close visual work on a computer terminal.
Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.
Able to lift and carry up to 20lbs.
WORK CONDITIONS Standard office; extensive daily usage of workstation or computer.
SPECIAL REQUIREMENTS Must work onsite during training with the option to work from home a couple of days a week Must be comfortable working in a highly critical, fast paced environment with shifting priorities.
Must possess a current, valid state-issued driver's license.
Other Skills that are Beneficial:
ConnectWise Manage IT Glue SharePoint Datto RMM Office 365 Type at least 35 words a minute Job Type:
Full-time Pay:
$45,000.
00 - $50,000.
00 per year
Benefits:
401(k) Dental insurance Health insurance Paid time off Retirement plan Vision insurance Experience level:
2 years Schedule:
8 hour shift Day shift Monday to Friday Ability to Relocate:
Brentwood, TN 37027:
Relocate before starting work (Required) Work Location:
Hybrid remote in Brentwood, TN 37027 POSITION SUMMARY Primary responsibility is overall resource coordination, not direct technical support.
Single point of contact to the customers and employees for all service requests.
Responsible for triaging and assigning the requests to appropriate groups.
Responsible for collecting information by listening and asking relevant questions to determine types of calls, ticket priority levels and triage criteria.
Ensure tickets are efficiently assigned by monitoring resource schedules for availability and capability to work tickets.
Communicate with customers as required via phone or ticketing system; keep customer informed of ticket progress.
Provide clear, detailed, and accurate information to IT personnel.
Review tickets for quality control.
Process all tickets within SLA guidelines and follow procedural requirements.
Performs other duties as assigned.
Critical incident management; initiating call bridges, managing critical incidents.
Follow-up on tickets throughout the tickets lifecycle to ensure issues are being addressed in a timely manner.
Work with technical manager to ensure the technical staff are being responsive and productive Comfortable communicating with both internal and external customers.
Basic IT knowledge and understanding of IT terms.
Proven ability to work with a ticketing system or in a help desk environment.
Excellent communication skills, both verbal and written.
Exceptional customer service skills.
Proficient problem-solving skills.
Ability to follow processes and procedures.
Excellent organizational skills.
Must be detail oriented.
Ability to multi-task.
Technical awareness:
ability to match resources to technical issues appropriately.
Proficient typing skills to ensure quick and accurate entry of ticket request details.
Able to be highly confidential.
Proficient with computers to include the utilization of Microsoft programs such as Word, Excel, Power Point and Outlook.
Ability to work in a team environment.
Manages stress and/or fast pace effectively.
Assist with other task assigned to provide support for other departments High School Diploma or GED required.
Associate's degree or equivalent education and/or relevant work experience required.
1-2 years of help desk or other dispatcher experience or other related skills is required.
Primarily sitting with some walking, standing, and bending.
Able to hear and speak into a telephone.
Close visual work on a computer terminal.
Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.
Able to lift and carry up to 20lbs.
Standard office; extensive daily usage of workstation or computer.
Must work onsite during training with the option to work from home a couple of days a week Must be comfortable working in a highly critical, fast paced environment with shifting priorities.
Must possess a current, valid state-issued driver's license.
ConnectWise Manage IT Glue SharePoint Datto RMM Office 365 Type at least 35 words a minute 401(k) Dental insurance Health insurance Paid time off Retirement plan Vision insurance 2 years 8 hour shift Day shift Monday to Friday Brentwood, TN 37027:
Relocate before starting work (Required).
Estimated Salary: $20 to $28 per hour based on qualifications.
Johnson Business Technology Solutions, Inc.
Brentwood, TN Brentwood, TN Full-time Full-time $45,000 - $50,000 a year $45,000 - $50,000 a year 8 days ago 8 days ago 8 days ago
Job Description:
POSITION SUMMARY The Help Desk Dispatcher is responsible for reviewing, validating, triaging and assigning incident and service request tickets to technical support personnel.
This is a non-technical role and involves frequent communication with customers, staff, and vendors.
The Help Desk Dispatcher supports a team of technicians by delivering non-technical support and is responsible for reviewing, validating, triaging, and assigning tickets to technicians.
ESSENTIAL DUTIES & RESPONSIBILITIES Primary responsibility is overall resource coordination, not direct technical support.
Single point of contact to the customers and employees for all service requests.
Responsible for triaging and assigning the requests to appropriate groups.
Responsible for collecting information by listening and asking relevant questions to determine types of calls, ticket priority levels and triage criteria.
Ensure tickets are efficiently assigned by monitoring resource schedules for availability and capability to work tickets.
Communicate with customers as required via phone or ticketing system; keep customer informed of ticket progress.
Provide clear, detailed, and accurate information to IT personnel.
Review tickets for quality control.
Process all tickets within SLA guidelines and follow procedural requirements.
Performs other duties as assigned.
Critical incident management; initiating call bridges, managing critical incidents.
Follow-up on tickets throughout the tickets lifecycle to ensure issues are being addressed in a timely manner.
Work with technical manager to ensure the technical staff are being responsive and productive KNOWLEDGE, SKILLS & ABILITIES Comfortable communicating with both internal and external customers.
Basic IT knowledge and understanding of IT terms.
Proven ability to work with a ticketing system or in a help desk environment.
Excellent communication skills, both verbal and written.
Exceptional customer service skills.
Proficient problem-solving skills.
Ability to follow processes and procedures.
Excellent organizational skills.
Must be detail oriented.
Ability to multi-task.
Technical awareness:
ability to match resources to technical issues appropriately.
Proficient typing skills to ensure quick and accurate entry of ticket request details.
Able to be highly confidential.
Proficient with computers to include the utilization of Microsoft programs such as Word, Excel, Power Point and Outlook.
Ability to work in a team environment.
Manages stress and/or fast pace effectively.
Assist with other task assigned to provide support for other departments EDUCATION & EXPERIENCE High School Diploma or GED required.
Associate's degree or equivalent education and/or relevant work experience required.
1-2 years of help desk or other dispatcher experience or other related skills is required.
POSITION REQUIREMENTS:
PHYSICAL REQUIREMENTS Primarily sitting with some walking, standing, and bending.
Able to hear and speak into a telephone.
Close visual work on a computer terminal.
Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.
Able to lift and carry up to 20lbs.
WORK CONDITIONS Standard office; extensive daily usage of workstation or computer.
SPECIAL REQUIREMENTS Must work onsite during training with the option to work from home a couple of days a week Must be comfortable working in a highly critical, fast paced environment with shifting priorities.
Must possess a current, valid state-issued driver's license.
Other Skills that are Beneficial:
ConnectWise Manage IT Glue SharePoint Datto RMM Office 365 Type at least 35 words a minute Job Type:
Full-time Pay:
$45,000.
00 - $50,000.
00 per year
Benefits:
401(k) Dental insurance Health insurance Paid time off Retirement plan Vision insurance Experience level:
2 years Schedule:
8 hour shift Day shift Monday to Friday Ability to Relocate:
Brentwood, TN 37027:
Relocate before starting work (Required) Work Location:
Hybrid remote in Brentwood, TN 37027 POSITION SUMMARY Primary responsibility is overall resource coordination, not direct technical support.
Single point of contact to the customers and employees for all service requests.
Responsible for triaging and assigning the requests to appropriate groups.
Responsible for collecting information by listening and asking relevant questions to determine types of calls, ticket priority levels and triage criteria.
Ensure tickets are efficiently assigned by monitoring resource schedules for availability and capability to work tickets.
Communicate with customers as required via phone or ticketing system; keep customer informed of ticket progress.
Provide clear, detailed, and accurate information to IT personnel.
Review tickets for quality control.
Process all tickets within SLA guidelines and follow procedural requirements.
Performs other duties as assigned.
Critical incident management; initiating call bridges, managing critical incidents.
Follow-up on tickets throughout the tickets lifecycle to ensure issues are being addressed in a timely manner.
Work with technical manager to ensure the technical staff are being responsive and productive Comfortable communicating with both internal and external customers.
Basic IT knowledge and understanding of IT terms.
Proven ability to work with a ticketing system or in a help desk environment.
Excellent communication skills, both verbal and written.
Exceptional customer service skills.
Proficient problem-solving skills.
Ability to follow processes and procedures.
Excellent organizational skills.
Must be detail oriented.
Ability to multi-task.
Technical awareness:
ability to match resources to technical issues appropriately.
Proficient typing skills to ensure quick and accurate entry of ticket request details.
Able to be highly confidential.
Proficient with computers to include the utilization of Microsoft programs such as Word, Excel, Power Point and Outlook.
Ability to work in a team environment.
Manages stress and/or fast pace effectively.
Assist with other task assigned to provide support for other departments High School Diploma or GED required.
Associate's degree or equivalent education and/or relevant work experience required.
1-2 years of help desk or other dispatcher experience or other related skills is required.
Primarily sitting with some walking, standing, and bending.
Able to hear and speak into a telephone.
Close visual work on a computer terminal.
Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.
Able to lift and carry up to 20lbs.
Standard office; extensive daily usage of workstation or computer.
Must work onsite during training with the option to work from home a couple of days a week Must be comfortable working in a highly critical, fast paced environment with shifting priorities.
Must possess a current, valid state-issued driver's license.
ConnectWise Manage IT Glue SharePoint Datto RMM Office 365 Type at least 35 words a minute 401(k) Dental insurance Health insurance Paid time off Retirement plan Vision insurance 2 years 8 hour shift Day shift Monday to Friday Brentwood, TN 37027:
Relocate before starting work (Required).
Estimated Salary: $20 to $28 per hour based on qualifications.
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