[Hiring] Dispatcher – Service Desk @DecisionPoint Technologies, Inc.

Role Description

The Service Desk Dispatcher serves as the primary coordination point for service requests supporting customers, partners, field technicians, and internal teams. This role manages incoming service requests, assigns technicians, and coordinates resources to ensure service delivery in accordance with customer agreements and service-level expectations.

• Dispatchers operate in a fast-paced service environment.
• Maintain accurate service records.
• Monitor ticket progress.
• Communicate effectively with technicians, project managers, and customers.
• Requires strong multitasking ability, attention to detail, and a calm, professional approach when managing multiple service requests simultaneously.

Qualifications

• High School Diploma or equivalent required.
• One to two years of customer service experience preferred.
• Previous dispatch or call center experience preferred.
• Experience with ERP or service management platforms preferred (IFS, Salesforce, ServiceNow, Dynamics, SAP, Oracle, NetSuite or similar).
• Proficiency with Microsoft Office applications including Outlook, Word, Excel, and PowerPoint.
• Strong organizational, multitasking, and communication skills.
• Ability to remain calm and organized while working in a fast-paced environment.
• Ability to work independently with minimal supervision.

Requirements

• Receive and process incoming service requests from customers, partners, technicians, and internal teams.
• Create service requests and tasks within the IFS system according to documented procedures.
• Assign service calls to field technicians in coordination with project managers and operational leadership.
• Maintain detailed ticket updates including technician assignments, progress notes, and service status.
• Monitor system alerts and service queues to ensure compliance with customer service-level agreements.
• Coordinate scheduling of onsite service visits, depot repairs, and project-related service work.
• Track and follow up on shipments, equipment deliveries, and product returns related to service requests.
• Create and maintain customer locations (“Places”) within the IFS system when required.
• Monitor incoming communications through phone, email, and Microsoft Teams.
• Escalate service issues or delays when necessary.
• Communicate clearly and professionally with customers and internal teams.
• Maintain organized service documentation and administrative records.

Benefits

• Remote position supporting Pacific Time Zone operations.
• Dedicated workspace required.
• Reliable high-speed internet connection required.
• Ability to manage multiple service requests simultaneously while maintaining accurate records.