Junior IT Dispatcher

We are looking for a highly organized and service-oriented Junior IT Dispatcher to support a U.S.-based IT services team. In this role, you will coordinate incoming support requests, manage technician schedules, communicate with customers, and help ensure tickets are handled according to established service levels.

This is a coordination and dispatch role rather than a hands-on technical support position. Two weeks of structured onboarding and shadowing are provided, along with ongoing coaching.

Duties / Task to perform

• Monitor the incoming support ticket queue and triage new requests based on urgency, impact, and SLA requirements.
• Assign and schedule tickets to the appropriate technician based on skill set, availability, and priority.
• Manage the daily technician schedule, filling gaps, maintaining utilization, and preventing double-bookings.
• Acknowledge new support requests and communicate expectations, appointment details, and status updates to customers.
• Answer inbound support calls, gather relevant information, and create accurate tickets.
• Escalate tickets that are at risk of breaching SLA requirements to the appropriate service leadership.
• Maintain accurate and current ticket information, including statuses, notes, time entries, and closure details.
• Follow up on aging or inactive tickets and help drive them toward resolution.
• Support the service department with basic administrativ