IT Support Ticket Dispatcher

This is a remote position.

JOB TITLE: IT Support Ticket Dispatcher

RATE: Php 40,000 per month

Work Type: Remote | Fulltime

Working Hours : US Hours

Start Date: ASAP

ROLE AND RESPONSIBILITIES 

The IT Support Ticket Dispatcher will be responsible for managing and dispatching incoming IT support tickets to the appropriate technicians. This role requires excellent organizational skills, a strong understanding of IT systems, and the ability to prioritize and manage multiple tasks efficiently. 

Monitor and Manage the IT Helpdesk Ticketing System: 

• Regularly check the ticketing system for new support requests.
  

• Categorize and prioritize tickets based on urgency and impact on business operations.
  

• Dispatch Tickets to Appropriate IT Support Technicians: 
  

• Assign tickets to technicians with the relevant expertise and availability.
  

• Ensure that high-priority tickets are addressed promptly by the most qualified personnel. 
  

Ensure Timely Resolution of Tickets: 

• Track the progress of each ticket to ensure timely resolution. 
  

• Follow up with technicians to get updates on ticket status and ensure deadlines are met. 
  

• Escalate unresolved issues to higher-level support or management when necessary. 
  

Communicate with End-Users: 

• Gather detailed information from end-users to understand the nature of their issues.
  

• Provide regular updates to end-users on the status of their tickets. 
  

• Offer basic troubleshooting advice to end-users when possible. 
  

Maintain Accurate Records: 

• Document all ticket activities, including actions taken, communications, and resolutions. 
  

• Ensure that all records are up-to-date and easily accessible for future reference. 
  

Collaborate with IT Support Team: 

• Work closely with IT technicians to identify common issues and develop solutions. 
  

• Participate in team meetings to discuss ongoing issues and share knowledge. 
  

• Provide feedback to the team on recurring problems and suggest improvements. 
  

Assist in Developing Helpdesk Policies and Procedures: 

• Contribute to the creation and updating of helpdesk policies and procedures. 
  

• Ensure that all team members are aware of and follow established protocols.
  

CULTURE, CORE VALUES, MISSION, AND VISION 

• Company Core values. 
  

• Reliable 
  

• Influence 
  

• Service 
  

• Efficiency 
  

• Carry out our Mission - To provide secure products and services that help achieve a customer's IT initiatives and compliance goals with a focus on value and customer service. 
  

• Drive to our Vision - We aspire to be the global authority in delivering reliable, influential, and efficient services that inspire and secure a connected world.
  

COMPETENCIES: 

• Dependable -- more reliable than spontaneous.
  

• People-oriented -- enjoys interacting with people and working on group projects. 
  

• Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction.
  

• Achievement-oriented -- enjoys taking on challenges, even if they might fail.
  

• Autonomous/Independent -- enjoys working with little direction.
  

• Innovative -- prefers working in unconventional ways or on tasks that require creativity.
  

• High stress tolerance -- thrives in a high-pressure environment. 
  

SECURITY, PROCESS, AND COMMITMENT REQUIREMENTS 

• Protect all PII information as Confidential and do not distribute. 
  

• Adhere to Security guidelines within SPG Security Program Onboarding Videos. 
  

• Follow the Privacy Policy & Acceptable Use Policy located on the SPG Website. 
  

• Adhere to the Policies provided in the SPG Handbook. 
  

• Acknowledge and Agree to strive to strengthen SPG’s 24/7/365 uptime commitment, processes, and security practices to the best of your abilities.