IT Services Manager
Air Methods
ITSM
Help Desk Ticket Dispatcher, L1
ICE Consulting - Managed IT for Life Sciences
full-time
Posted on:
Origin: • 🇵🇰 Pakistan
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ITSM
About the role
- First point of contact for incoming tickets via email and ticketing system; log and validate service requests with complete, accurate information.
- Categorize, prioritize, and assign tickets to appropriate technical teams; monitor ticket queues and reassign or escalate to ensure SLA compliance.
- Perform quality checks on tickets to ensure documentation accuracy and completeness.
- Track and balance workload across support teams and proactively monitor technician availability; assign tickets based on skill set, workload, and urgency.
- Assist with reporting by documenting metrics such as ticket volume, SLA adherence, and escalation trends.
- Follow standard operating procedures (SOPs), contribute to process documentation updates, and participate in daily standups and shift handovers.
- Provide exceptional customer service while maintaining operational efficiency and adherence to SLAs.
- Perform other duties as required by management.
Requirements
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Excellent verbal and written communication skills for customer and team interactions.
- Strong problem-solving and decision-making skills to correctly prioritize and route tickets.
- Basic knowledge of IT concepts (networks, servers, applications, end-user devices).
- Ability to remain calm and professional under pressure, particularly during high-severity incidents.
- Proficiency in using ticketing/ITSM systems (ConnectWise)
- Strong customer service orientation with a focus on empathy, patience, and professionalism.
- Attention to detail in documenting ticket activity and updating records accurately.
- Ability to follow escalation procedures and think critically when determining urgency.
- Familiarity with SLA/OLA tracking and performance metrics.
- Proficient with Microsoft Office Suite and collaboration tools (Teams, Slack, Zoom).
