Help Desk Ticket Dispatcher

3 weeks ago

Lahore, Punjab, Pakistan ICE Consulting - Managed IT & Cybersecurity for Life Sciences Full time
Job Summary

The Help Desk Dispatcher plays a critical role in ensuring smooth and efficient IT service delivery. This position is the first point of contact for customer requests and is responsible for logging, validating, prioritizing, and dispatching tickets to the appropriate support teams. The dispatcher ensures clear communication, proper resource alignment, and adherence to SLAs, while providing exceptional customer service and maintaining operational efficiency.

Essential Duties & Responsibilities

Ticket Management
  • Serve as the first point of contact for incoming tickets via, email, and ticketing system
  • Validate and log service requests with complete and accurate information
  • Categorize, prioritize, and assign tickets to appropriate technical teams
  • Monitor ticket queues and reassign or escalate requests to ensure SLA compliance
  • Perform quality checks on tickets to ensure documentation accuracy and completeness

Operational Coordination
  • Track and balance workload across support teams, ensuring optimal resource utilization
  • Proactively monitor technician availability and assign tickets based on skill set, workload, and urgency
  • Assist with reporting by documenting metrics such as ticket volume, SLA adherence, and escalation trends

Administrative & Continuous Improvement
  • Follow standard operating procedures (SOPs) and contribute to process documentation updates
  • Participate in daily standups and shift handovers to ensure smooth knowledge transfer
  • Perform other duties as required by management

Requirements

Knowledge, Skills & Abilities
  • Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
  • Excellent verbal and written communication skills for customer and team interactions
  • Strong problem-solving and decision-making skills to correctly prioritize and route tickets
  • Basic knowledge of IT concepts (networks, servers, applications, end-user devices)
  • Ability to remain calm and professional under pressure, particularly during high-severity incidents
  • Proficiency in using ticketing/ITSM systems (ConnectWise)
  • Strong customer service orientation with a focus on empathy, patience, and professionalism
  • Attention to detail in documenting ticket activity and updating records accurately
  • Ability to follow escalation procedures and think critically when determining urgency
  • Familiarity with SLA/OLA tracking and performance metrics
  • Proficient with Microsoft Office Suite and collaboration tools (Teams, Slack, Zoom)
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