Service Desk Dispatcher

Summary

The Service Desk Dispatcher is the primary point of contact for incoming client calls and plays a critical role in delivering exceptional customer service. This position is heavily phone-based and focused on answering, triaging, and coordinating support requests while ensuring clients receive timely updates and a positive service experience.

The ideal candidate is professional, calm under pressure, and highly organized, with a strong ability to manage high call volumes while accurately documenting and routing support requests. The Service Desk Dispatcher supports the service desk team and management by ensuring all client communications and ticketing activities are handled promptly and accurately.

Essential Duties and Responsibilities

Client Communication

• Serve as the first point of contact for all incoming client support calls
• Answer phones promptly and professionally, ensuring a positive client experience
• Actively listen to client concerns, ask clarifying questions, and set appropriate expectations
• Provide clear, accurate information regarding support processes and next steps
• De-escalate frustrated or dissatisfied callers with patience and empathy
• Ensure every caller feels heard, supported, and valued

Service Desk & Call Triage Responsibilities

• Log all incoming support requests accurately into ConnectWise PSA while on the call
• Create tickets using correct categories, service contracts, and priority levels
• Gather required technical and business information from callers to ensure proper routing
• Assign tickets to appropriate technicians based on urgency, skill set, and availability
• Monitor the service board to ensure calls and tickets are addressed in a timely manner
• Follow up on tickets marked:
• Follow Up 24 Hours
• Escalation Needed
• Waiting on Vendor
• Request status updates from technicians when tickets have not been updated
• Communicate ticket progress and resolution updates back to clients by phone or email
• Report aging or critical tickets to the Service Desk Manager

Client Service Standards

• Maintain excellent customer service as a core company value
• Meet or exceed client satisfaction metrics related to responsiveness and communication
• Ensure all client interactions align with the company’s “white-glove” service standards
• Support and participate in ongoing client service improvement initiatives

Additional Responsibilities

• Update clients regarding equipment delivery and scheduling
• Participate in required training sessions
• Maintain reliable attendance and punctuality for scheduled shifts
• Perform other duties as assigned

Qualifications

• Strong verbal communication skills with a professional phone presence
• Ability to manage high call volumes while remaining calm and organized
• Excellent listening, note-taking, and documentation skills
• Ability to multitask and prioritize in a fast-paced environment
• Strong customer service mindset with a focus on problem resolution

Education and/or Experience

• Prior experience in a call-center, service desk, or help desk role preferred
• Experience answering phones and handling customer inquiries required
• Familiarity with ticketing systems (ConnectWise preferred)
• High school diploma or equivalent required

Reasoning Ability

• Ability to quickly assess caller needs and determine appropriate next steps
• Ability to resolve routine issues and escalate appropriately when necessary

Certificates, Licenses, and Registrations

• Valid driver’s license preferred
• Reliable transportation required

Physical Demands and Work Environment

• Ability to sit or stand for extended periods while handling phone calls
• Occasional lifting or reaching as needed (up to 20 pounds)

Work Environment:
Traditional office environment with standard office equipment and continuous

Job Type: Full-time

Pay: $19.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Customer Service: 2 years (Required)
• Call center: 1 year (Preferred)
• Phone triage: 1 year (Preferred)
• Dispatching: 1 year (Preferred)

Work Location: In person