Help Desk Ticket Dispatcher (L1)

• 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.

• 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.

• 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.

• 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).

ICE Consulting