B&D Industries
Summary
The IT Dispatcher role is a key position responsible for coordinating and managing IT service requests across the organization. This role ensures timely response and resolution of employee-reported IT issues by utilizing an IT Service Management (ITSM) platform to document, prioritize, and assign tasks. The dispatcher works closely with IT team members, department leads, and end users to ensure IT services align with organizational goals and meet defined Service Level Agreements (SLAs). Responsibilities include monitoring incoming service requests, creating and managing tickets, dispatching IT staff to address issues, and providing regular updates to stakeholders. This role requires strong organizational skills, a basic understanding of IT systems, a willingness to learn and assist with IT tasks, and a commitment to excellent customer service. A proactive and detail-oriented approach is critical for ensuring the efficient operation of the IT service desk and maintaining high-quality service delivery.
Benefits • Robust 401 (k) program with safe harbor and profit share (no match required) • Excellent health, dental, and vision insurance • 8 Paid holidays • Collaborative and supportive culture
Responsibilities
Service Request Management
• Monitor and respond to incoming IT service requests through phone calls, emails, and the ITSM system
• Accurately log all incidents, service requests, and changes in the ITSM platform, ensuring complete and detailed documentation
• Categorize and prioritize tickets based on urgency, impact, and SLA requirements
Scheduling and Dispatching
• Assign tickets to appropriate IT team members, considering their skillsets and availability
• Coordinate schedules and ensure IT staff are dispatched to address issues in a timely manner
• Continuously monitor ticket queues, follow up on pending tickets, and escalate issues when necessary to meet SLA targets
Customer Interaction
• Serve as the primary point of contact for employees reporting IT issues, providing clear and empathetic communication
• Keep end-users informed of ticket progress, expected resolution times, and any changes to timelines
• Follow up with employees to confirm problem resolution and gather feedback on service quality
Operations and Process Compliance
• Ensure all IT service desk processes align with internal policies and SLA requirements
• Track and document SLA metrics, ensuring compliance and identifying areas for improvement
• Assist in maintaining and updating the knowledge base with common solutions and procedures
Reporting and Documentation
• Generate regular reports on ticket status, SLA performance, and service desk activity for IT leadership
• Maintain accurate records of open and closed tickets, ensuring all required documentation is complete
• Provide administrative support for IT projects and initiatives, as needed
• Create and maintain workflows in the IT department's ITSM system
Team Collaboration
• Act as a liaison between IT team members, department managers, and end-users to facilitate effective communication and issue resolution
• Assist with coordinating team schedules to ensure adequate service coverage during peak hours or planned outages
• Assist the IT Team with project management tasks
• Assist the IT Team with system administration tasks like MDM support, initialization of laptop/desktop setups, inventory control, employee badging, etc.
Other responsibilities
• Physical demands include long hours sitting, prolonged computer use, standing, pulling/pushing, walking, lifting, climbing, and equipment movement as needed
• Other duties, activities, and responsibilities may vary and change as assigned
Education and Experience
Required
• High school diploma or equivalent
• Intermediate computer proficiency, including Microsoft Office
Preferred
• Associate's degree in information technology, business, or a related field
• 1+ year of experience in an IT service desk or dispatcher role
• Familiarity with ITIL practices, including incident, problem, and change management
• Familiarity with ITSM platforms (e.g., HaloITSM, NinjaOne, or similar tools)
Skills and Competences
• Strong customer service skills with empathy, adaptability, and professionalism
• Excellent verbal and written communication skills
• Highly organized and detail-oriented, with the ability to manage multiple tasks simultaneously
• Basic understanding of IT concepts such as hardware, software, and networking
• Ability to analyze ticket data and prioritize tasks effectively under pressure
• Familiarity with SLA compliance and ITSM tools
• Strong analytical, troubleshooting, and documentation skills
• Commitment to maintaining a stable, process-driven, and service-oriented IT environment
The IT Dispatcher role is a key position responsible for coordinating and managing IT service requests across the organization. This role ensures timely response and resolution of employee-reported IT issues by utilizing an IT Service Management (ITSM) platform to document, prioritize, and assign tasks. The dispatcher works closely with IT team members, department leads, and end users to ensure IT services align with organizational goals and meet defined Service Level Agreements (SLAs). Responsibilities include monitoring incoming service requests, creating and managing tickets, dispatching IT staff to address issues, and providing regular updates to stakeholders. This role requires strong organizational skills, a basic understanding of IT systems, a willingness to learn and assist with IT tasks, and a commitment to excellent customer service. A proactive and detail-oriented approach is critical for ensuring the efficient operation of the IT service desk and maintaining high-quality service delivery.
Benefits • Robust 401 (k) program with safe harbor and profit share (no match required) • Excellent health, dental, and vision insurance • 8 Paid holidays • Collaborative and supportive culture
Responsibilities
Service Request Management
• Monitor and respond to incoming IT service requests through phone calls, emails, and the ITSM system
• Accurately log all incidents, service requests, and changes in the ITSM platform, ensuring complete and detailed documentation
• Categorize and prioritize tickets based on urgency, impact, and SLA requirements
Scheduling and Dispatching
• Assign tickets to appropriate IT team members, considering their skillsets and availability
• Coordinate schedules and ensure IT staff are dispatched to address issues in a timely manner
• Continuously monitor ticket queues, follow up on pending tickets, and escalate issues when necessary to meet SLA targets
Customer Interaction
• Serve as the primary point of contact for employees reporting IT issues, providing clear and empathetic communication
• Keep end-users informed of ticket progress, expected resolution times, and any changes to timelines
• Follow up with employees to confirm problem resolution and gather feedback on service quality
Operations and Process Compliance
• Ensure all IT service desk processes align with internal policies and SLA requirements
• Track and document SLA metrics, ensuring compliance and identifying areas for improvement
• Assist in maintaining and updating the knowledge base with common solutions and procedures
Reporting and Documentation
• Generate regular reports on ticket status, SLA performance, and service desk activity for IT leadership
• Maintain accurate records of open and closed tickets, ensuring all required documentation is complete
• Provide administrative support for IT projects and initiatives, as needed
• Create and maintain workflows in the IT department's ITSM system
Team Collaboration
• Act as a liaison between IT team members, department managers, and end-users to facilitate effective communication and issue resolution
• Assist with coordinating team schedules to ensure adequate service coverage during peak hours or planned outages
• Assist the IT Team with project management tasks
• Assist the IT Team with system administration tasks like MDM support, initialization of laptop/desktop setups, inventory control, employee badging, etc.
Other responsibilities
• Physical demands include long hours sitting, prolonged computer use, standing, pulling/pushing, walking, lifting, climbing, and equipment movement as needed
• Other duties, activities, and responsibilities may vary and change as assigned
Education and Experience
Required
• High school diploma or equivalent
• Intermediate computer proficiency, including Microsoft Office
Preferred
• Associate's degree in information technology, business, or a related field
• 1+ year of experience in an IT service desk or dispatcher role
• Familiarity with ITIL practices, including incident, problem, and change management
• Familiarity with ITSM platforms (e.g., HaloITSM, NinjaOne, or similar tools)
Skills and Competences
• Strong customer service skills with empathy, adaptability, and professionalism
• Excellent verbal and written communication skills
• Highly organized and detail-oriented, with the ability to manage multiple tasks simultaneously
• Basic understanding of IT concepts such as hardware, software, and networking
• Ability to analyze ticket data and prioritize tasks effectively under pressure
• Familiarity with SLA compliance and ITSM tools
• Strong analytical, troubleshooting, and documentation skills
• Commitment to maintaining a stable, process-driven, and service-oriented IT environment