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MSP Dispatcher

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Helpware

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Location:
Philippines , Cebu ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are seeking a highly organized, communication-focused MSP Dispatcher to join our Service Desk team. In this role, you will oversee the flow of service requests, ensuring tickets are accurately prioritized, assigned, and resolved in a timely manner. Acting as the central coordinator between clients and technicians, you will help maintain an efficient support operation while fostering a consistently positive service experience.

Job Responsibility:

  • Review and triage incoming tickets for completeness, accuracy, and appropriate priority
  • Apply priority levels based on business impact and client SLAs
  • Assign tickets to technicians based on skillsets, workload, and availability
  • Manage the daily service schedule, including onsite visits and urgent escalations
  • Monitor SLA timers and escalate potential breaches
  • Ensure active tickets receive timely updates and clear next steps
  • Communicate with clients to acknowledge requests, provide updates, and set expectations
  • Facilitate communication between clients and technical staff as needed
  • Identify recurring issues or process gaps and raise them to leadership
  • Support basic reporting and maintain organized service desk data

Requirements:

  • 1–3 years of experience in an MSP, IT helpdesk, service coordination, or customer service role preferred
  • Strong organizational and multitasking skills
  • Excellent verbal and written communication with a calm, professional tone
  • Understanding common IT issues and MSP workflows (or willingness to learn quickly)
  • Ability to follow structured processes for prioritization and ticket routing
  • Comfortable working in a fast-paced, dynamic environment
  • Experience with PSA tools such as ConnectWise, Autotask, or HaloPSA is preferred
  • Consistently high SLA compliance
  • Clear, timely communication with clients and internal teams

Additional Information:

Job Posted:
March 19, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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