IT Dispatcher

2 weeks ago

Manila, National Capital Region, Philippines SCALABLE OS CORP. Full time ₱250,000 - ₱500,000 per year
Job Responsibilities

Service Team Success

  • Answer incoming phone calls to assist with client needs.
  • Communicate clearly and professionally with clients via calls, live chat, or ticket documentation.
  • Attend client meetings as needed to discuss and resolve service-related issues.

Scheduling

  • Schedule all new tickets for initial response within SLA requirements.
  • Support the team with additional scheduling needs, including TBRs, installs, and escalations.

Ticket Compliance & Triage

  • Triage tickets to ensure proper details, correct priority, and assignment to the right queue or technician.
  • Maintain active plans of action for all tickets, avoiding unresolved or stagnant items.
  • Ensure daily scheduled tickets are updated and on track for completion.
  • Monitor SLA compliance, prioritize tickets, and develop strategies to ensure 80%+ resolution within SLA.
  • Track out-of-compliance tickets and ensure resolution plans are in place.

Resource Management

  • Balance technician workloads to ensure adequate queue coverage.
  • Manage and adjust daily technician schedules for maximum efficiency.
  • Reassign tickets and appointments as needed to adapt to staffing changes or absences.
  • Coordinate resource sharing, including after-hours coverage.

Client Satisfaction

  • Confirm client information and updates to ensure expectations are met.
  • Provide consistent, proactive communication and follow-up with all stakeholders.
  • Track urgent and VIP tickets to completion, ensuring high-quality service delivery.

KPI Monitoring & Reporting

  • Review daily KPI reports and adjust scheduling based on insights.
  • Actively monitor KPIs and respond to issues in real time.
  • Report ongoing KPI concerns to the Service Manager.

Team & Manager Communication

  • Escalate and communicate any HR, client, ticket, or service issues to the Service/Operations Manager promptly.

Performance Metrics ("Your Numbers")
  • Percentage of fizzled tickets
  • Number of tickets scheduled in the past
  • Drive time efficiency
  • Customer Satisfaction Score (CSAT)
  • Percentage of tickets closed within SLA
  • Percentage of tickets closed same day (including those with multiple time entries)
  • Tickets past due

Qualifications
  • Proven experience in service coordination, scheduling, or helpdesk/IT support environment.
  • Strong organizational and time management skills.
  • Excellent communication skills, both written and verbal.
  • Proficiency with ticketing systems (e.g., ServiceNow, ConnectWise, or similar).
  • Ability to prioritize tasks in a fast-paced, client-focused environment.
  • Strong problem-solving and resource management abilities.
JOB REQUIREMENTS
  • Should be willing to accept a long-term work-from-home arrangement.
  • Should be amenable to a permanent night shift schedule.