DecisionPoint Technologies · 1 day ago
Service Desk Dispatcher
United States
Full-time
Remote
Entry Level
$22/hr - $25/hr
2+ years expDecisionPoint Technologies is seeking a Remote Service Desk Dispatcher who will act as the point of entry for all service management requests. The dispatcher will create, assign, and escalate service requests, coordinate resources, and maintain detailed records while providing support in a fast-paced environment.
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Responsibilities
Create IFS Service Requests and Tasks from documented standards with input from different sources
Assign work to available Technicians in coordination with Project Managers or Management
Gather and log correct customer information into the IFS system
Maintain ticket updates with accurate notes on current status
Monitor and respond to system alerts while maintaining customer SLA commitments
Communicate with managers and customers to resolve issues, requests for service or needed items
Monitor different means of communication (i.e. phone, email, MS-Teams) for IFS requests, tasks, charges for work performed, stock records and other information
Coordinate with DecisionPoint Project Managers the creation of multiple Requests and Tasks for new and ongoing projects
Create new IFS Places in support of IFS Requests
Establish customer rapport with professionalism, articulating in a clear and concise manner
Excellent communication skills to collaborate with others and relay information in a fast-paced environment
Relay relevant customer feedback to Management in a timely manner
Promote and maintain a high quality, professional, service-oriented company image
Develop collaborative working relationships and communicate well with team members
Ability to multitask with different, and sometimes conflicting events happening simultaneously
Qualification
Required
High School Diploma
Proficient in Microsoft Office applications (Outlook, Word, Excel and PowerPoint)
Ability to use a variety of office equipment including phones, computers and printers
Excellent clerical and organizational skills to keep track of IFS administrative tasks
Have a cellphone that can be used for communication with team members and can be used as authentication for Customer and Company access
Good telephone presence
Have a dedicated workspace
Must have consistent and reliable internet connection
Follow written documentation
Attention to detail
Work with limited supervision while maintaining a positive attitude
Work under stress and maintain a calm demeanor during ever changing circumstances
Proven experience as dispatcher or relevant position
Tech-savvy with knowledge of relevant dispatch methods (CAD) a plus
Ability to work with team members
Fast typing with experience in data entry
Proficient in English (oral and written)
Outstanding organizational and multitasking abilities
Active listener with excellent communication skills
Sound judgement and critical thinking
Preferred
One to two years of customer service experience
Two years of Dispatch experience
Previous call center experience
Enterprise Resource Planning (ERP) or Enterprise Service Management System experience (i.e. Dynamics, Oracle, SAP, Salesforce, IFS, NetSuite, ServiceNow)
Printer technical experience a plus
Company
DecisionPoint Technologies
DecisionPoint Technologies (DPT) is the market-leader in enterprise mobility and integration of purpose-built, innovative edge technology solutions across North America.
201-500 employees
H1B Sponsorship
DecisionPoint Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (1)
2022 (1)
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
SOSV
2023-09-12Debt Financing
2023-09-07Acquired
2012-12-01Seed
Leadership Team
Shane Snyder
President / Chief Executive Officer
Andrew Ross
Interim Chief Financial Officer
Recent News
2024-12-28
2024-11-07
Global Legal Chronicle
2024-05-05
Company data provided by crunchbase