Information Technology/Customer Service
Located in:
Tyler, TX
Pay: $45,000/year
Job Full Description:
Our client is seeking a highly organized and customer-focused Service Desk Dispatcher to serve as the central point of coordination for incoming service requests and technical support activities. This role is ideal for someone who thrives in a fast-paced environment, excels at communication, and can effectively balance multiple priorities while ensuring tickets are routed, tracked, and resolved efficiently.
The successful candidate will play a critical role in keeping operations running smoothly by managing ticket intake, coordinating technician schedules, monitoring service levels, and maintaining consistent communication with customers.
Key Responsibilities
- Serve as the single point of contact for customer service requests received via phone, email, service agents, and customer portals.
- Pre-process, document, and enter all incoming requests into the ticketing system with accuracy and attention to detail.
- Schedule and dispatch internal and field technicians based on priority, availability, and service requirements.
- Route tickets to the appropriate service groups to ensure timely resolution.
- Monitor ticket queues and service levels to maintain SLA compliance.
- Provide regular status updates to customers and ensure expectations are properly managed.
- Escalate urgent or unresolved issues when necessary to prevent service delays.
- Utilize phone systems, dispatch portals, ticketing systems, customer portals, and other communication tools to coordinate support activities.
- Help drive fast ticket turnaround and efficient workflow management across the service team.
Qualifications
- Bachelor's degree preferred or equivalent work experience coordinating team workloads and service activities.
- Prior dispatching or service coordination experience preferred.
- Technology or IT support background highly preferred.
- Previous customer service experience strongly desired.
- Experience working with ticketing systems, dispatch platforms, or customer management tools is a plus.
- Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy.
Skills & Attributes
- Exceptional verbal and written communication skills.
- Professional, polished, and customer-focused demeanor.
- Calm and composed under pressure.
- Strong organizational and time-management abilities.
- Ability to prioritize workload and adapt to changing business needs.
- Detail-oriented with excellent documentation skills.
- Collaborative team player who can work effectively across multiple departments.
- Strong problem-solving and critical-thinking capabilities.
Work Environment
- Heavy phone and email communication throughout the day.
- Fast-paced service desk environment with multiple incoming requests and competing priorities.
- Opportunity to work closely with technical teams, field technicians, and customers while serving as a key coordinator within the organization.
Tyler, TX
Darby Scheffer
darby.scheffer@expresspros.com
+1 903-592-9999
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