IT Dispatcher

Position Overview

The IT Dispatcher will be responsible for timely and accurate execution of tasks assigned by the Services Manager. You will support a 24/7 operation to ensure the workflow/activities of field technicians are covered, actively review completed work orders, participate in MSC projects while meeting client expectations, benchmarks, and maintaining data integrity within our database.

What you'll do at Insight

• The IT Dispatcher will be responsible for supporting maintenance/project groups of MSC.
• Monitors client queues from various inbound touchpoints.
• Responds to client requests.
• Confirms schedules of dispatched technicians.
• Coordinates logistics with stakeholders.
• Support Inbound and Outbound Call queues
• Escalates priority issues based on guidelines.
• Tracks and updates open requests.
• Creates end of shift handoff report.
• Other duties as assigned.
• Reports directly to Operations/Shift Leads.

What you'll need to join Insight

General Requirements:

• Bachelor's Degree in Computer Studies, Business, or related field, from four-year College or University
• Fresh graduates are welcome to apply.
• Able to thrive in an environment characterized by rapidly changing requirements and an ongoing focus on meeting operational objectives
• Strong written and verbal English communications skills
• Able to successfully manage multiple priorities
• Proven ability to communicate effectively across all levels of the organization
• Strong commitment to company values and operating principles

Technical Requirements:

• Familiar with ticketing tools and call management tools.
• Basic knowledge in using Microsoft Office Suite.

Preferred

• Familiarity with supporting desktop issues.
• Experience supporting or working in customer service field in a BPO environment.
• Experience in using ticketing system.