Disposition - Dispatcher (m/w/d) [Kziff.CL91AV62]
Core
Managing incoming IT support tickets, prioritizing work, and dispatching service/support staff to ensure timely resolution.
Role type
IT Service Desk Dispatcher
Builds
Efficient ticket resolution workflows and optimized resource allocation for IT support teams
Domain
IT Service Management (ITSM)
Required skills
Ticket classification and prioritization, ServiceNow (SNOW) or ITSM systems, resource planning, communication, coordination, analytical thinking, attention to detail
Preferred skills
Experience in large IT projects, experience with ITSM/Rollout environments
Technologies
ServiceNow (SNOW)
Responsibilities
Accept, classify, and prioritize incoming tickets according to defined processes and SLAs; independently dispatch service and support staff; schedule appointments in cooperation with end customers; monitor ticket processing and ensure timely completion