- A point of contact to the customer for all types of service requests.
- Pre-process service requests as they arrive through a phone call, email, manual entry, or direct customer input.
- Schedule internal and field technical resources via the ticketing system.
- Monitor resource schedules to ensure prompt time entry on service requests.
- Route incoming and existing tickets to the appropriate technician or department.
- Monitor open service tickets to make sure the team is meeting customers’ needs.
- Escalate requests to Service Desk Manager or other team members as necessary.
MSP Help Desk Coordinator/ Dispatcher Requirements:
- MSP experience is REQUIRED
- Strong interpersonal skills including communication, active listening, and customer care
- At least 5 months or 1 years of experience as a Dispatcher in the IT field
MSP Help Desk Coordinator/ Dispatcher Salary and Perks:
- Salary: $45,000-$55,000
- Hybrid position after 1 year of employment
- Location is train accessible
- 100 % Covered Health, Dental, Vision
- PTO/Holidays
- 401k + match
- Growth Opportunities
- A family-friendly environment
- Reimbursements for certifications and training
