Dispatcher

About COURSER   COURSER accelerates the growth of IT service provider companies.

We forge dynamic partnerships, leveraging our values of Teamwork, Service, Growth-Mindedness, Trust, and Innovation to deliver impactful solutions and phenomenal customer experiences.

If you thrive in a fast-paced IT environment, join our rapidly expanding team and contribute to our ongoing success.   Dispatcher   We are looking for a highly organized Dispatcher to join our support team.

The Dispatcher will be responsible for managing and prioritizing incoming support requests, assigning tasks to technicians, and ensuring prompt resolution of issues.

This role requires excellent communication and multitasking skills, as well as a basic understanding of IT systems.   Key Responsibilities :

• Serve as the first point of contact for all incoming IT support requests through phone, email, and ticketing systems.
• Assess the priority and urgency of incoming tickets, categorize them accordingly, and assign them to appropriate IT technicians based on skill level and availability.
• Track and monitor the progress of tickets, ensuring they are resolved within designated service level agreements (SLAs).
• Provide updates to clients and end-users on the status of their requests.
• Communicate effectively with team members, providing necessary details for efficient task completion.
• Maintain accurate records of all support requests, including resolution times and any follow-up actions.
• Escalate complex or critical issues to senior IT staff as needed.

Assist in generating reports on ticket volume, technician performance, and common issues to aid in improving IT processes.     Key Qualifications :

Ability to work under pressure and remain calm in fast-paced environments.   Preferred Experience :