it DispatcherConnectOS

Position Overview
The Dispatcher ensures the right job is being done by the right person, at the right time, and in the right way. Works closely with Service Delivery Manager to ensure systems and procedures are being followed, and clients are receiving their desired service levels Role Description
Supervise the service desk and all tickets on it.
Answer incoming calls - assign new tickets or update notes/schedule on existing tickets
Be on top of tickets entering the service desk and the process of moving them along, assigning and scheduling them appropriately, escalating them if needed, and getting them completed.
Ensure that all tickets have correct notes, categories, and statuses.
Escalate to senior technicians or management any tickets that cannot be solved by the processes in place.
Communicate with the client regarding a ticket's progress, as well as chasing updates about things the clients need to do on their end for the technical team to do their next steps.
Manage the progress engineers are making with resolving tickets and keeping the number of open tickets as low as possible.
Review all tickets according to the standards set by management and hold engineers accountable to those standards.
Requirements
2-3 years experience in IT
Experienced in ticketing systems
ConnectOS

Mandaluyong City, Metro Manila
Permanent
Full-time