Service Dispatcher

Role : Service Desk Dispatcher

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 :

Quality Control :

Experience Team Lead.

Qualifications

Experience :

Technical and Management Skills :

Soft Skills :

Reports To