IT Connectwise Dispatcher

3 days ago

Quezon City, National Capital Region, Philippines ScalableOS Full time

This is a remote position.

SUMMARY

The IT Dispatcher ensures efficient ticket flow and client communication within the Service Delivery team. This role requires experience in ConnectWise PSA (Manage), strong triage skills, and the ability to align service requests with SLAs, engineer availability, and tier levels.

JOB RESPONSIBILITIES
  • Triage and classify service requests (Type, Subtype, Item) and assign by priority, SLA, and engineer tier.
  • Manage engineer schedules and balance workloads.
  • Act as first point of contact for service calls, documenting and clarifying issues.
  • Provide follow-ups and updates on open tickets.
  • Identify and resolve service bottlenecks, escalating when necessary.
  • Support ticket/time entry reviews, license procurement, and other duties as needed.
  • Step in for the SDM when required to maintain ticket flow and escalations.
  • Contribute ideas for service delivery improvements
QUALIFICATIONS
  • Minimum 1 year experience in an MSP, IT Help Desk, or Service Delivery role.
  • Strong working knowledge of ConnectWise PSA.
  • Understanding of SLA requirements, TSI classification, and ticket triage.
  • Excellent communication and multitasking skills.
JOB REQUIREMENTS
  • Should be willing to accept a long-term work-from-home arrangement.
  • Should be amenable to a permanent night shift schedule.

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