[Hiring] Service Desk Dispatcher @Summit 7 Systems

Role Description

An IT service desk dispatcher is the operational hub of a support team. They triage incoming requests, assign tickets to technicians based on technical skill and availability, track ticket statuses, and escalate high-priority issues to ensure fast resolution times and accurate billing.

Key Responsibilities:

• Single Point of Contact: Acting as the liaison between the customer, end-users, and technical staff.
• Resource Matching: Prioritizing tickets and assigning them to Tier 1, Tier 2, or other resources appropriately.
• SLA & Queue Management: Monitoring queues to prevent tickets from aging and making sure Service Level Agreements are met.
• Billing Readiness: Checking and approving completed tickets for payroll and client invoicing.

Essential Functions:

• Knowledge of Service Level Agreements and Ticket priorities.
• Basic understanding of potential client issues.
• Must understand different Service Types and assign accordingly.
• Able to manage many incoming phone calls and emails in a fast-paced environment.
• Able to communicate effectively with all departments.
• Engage with the Service Desk Leads regarding all High-Priority incidents.
• Able to follow procedures, guidelines, and policies outlined in Knowledge Base.
• Able to create documentation for procedures, guidelines, and policies in Knowledge Base.
• Assist with User Audits and other duties as described.
• Consistently documenting changes and updates to client information as required.
• Communication with clients as required; acknowledgment of ticket receipt, keeping them informed of incident progress.

Additional responsibilities and skills include, but are not limited to:

• Proven communication skills and customer support experience or experience as a Dispatcher.
• Strong phone contact handling skills and active listening.
• Attention to detail and the ability to multitask.
• Resolute dedication to unparalleled customer service.
• Fast turnaround of client requests.
• Ability to work in a team and communicate effectively.
• Ensure requests are routed to the proper resource to be resolved quickly and efficiently.
• Escalate service requests appropriately.
• Responsible for entering all time and expenses as they occur.
• Continuous education, expansion, and refinement of technical knowledge, and credibility through industry standard certifications.
• Enhancing customer relations.
• Demonstrate professional attitude with clients over the phone, on-site, and through emails to resolve all client requests/questions.
• Other duties as assigned.

Qualifications

• High School Diploma or Equivalent.
• Candidate must be open to any shift, on-call rotations, and potential weekend work to support a 24/7 operation.
• Use of Windows 10/11 and Microsoft Office applications.
• Proven customer service skills.
• Ability to work independently and a strong desire for personal and professional development.
• U.S. citizen with the ability to pass an extensive background check.

Requirements

• Experience using ServiceNow, Kaseya, or other ITSM/ITAM Tools (optional).
• CompTIA Security+ Certification (optional).
• ITIL v4 (optional).

Benefits

• Excellent health/dental benefits from BCBS of Alabama (accepted nationwide through the PPO network).
• Luxurious VSP vision benefits.
• 401k with company matching.
• Unlimited mobile phone plan.
• 10 days' vacation, 7 days sick time.
• Bonuses and salary increase potential via our certifications plan.

Company Description

Summit 7 is a people incubator. Summit 7 employees regularly speak at conferences and architect environments for Inc. 5000 or top Defense and Aerospace companies. They also write industry-leading books. Summit 7 has a history of employing some of the leading Microsoft experts in knowledge management and security. Continuing this practice, the team is comprised today of rock star administrators, developers, and architects that are the guiding voices amongst tech forums and in the boardrooms of our clients. Additionally, Summit 7 is in the serious business of protecting the US defense industrial base from cyber threats and helping them meet challenging security and regulatory compliance challenges.