Service Dispatcher

Summary

Summary The Service Desk Dispatcher serves as the primary point of contact for Information Technology support requests across The Kraft Group and affiliated business operations. This role is responsible for delivering exceptional customer service by triaging, documenting, prioritizing, and coordinating incidents and service requests through the IT Service Management (ITSM) platform. In addition to resolving basic Tier I issues, the Dispatcher ensures incidents are assigned to the appropriate support teams, monitors ticket queues for SLA compliance, communicates status updates to customers, and helps maintain efficient IT operations, including support for Gillette Stadium events and other business initiatives.Duties And Responsibilities Serve as the primary point of contact for all IT support requests received via phone, email, walk-up, and the IT Service Management (ITSM) platform, ensuring requests are acknowledged, documented, and routed in accordance with established procedures.Accurately log, categorize, prioritize, assign, and maintain incident and service request records in the ITSM platform in accordance with Service Level Agreements (SLAs) and established support processes.Monitor ticket queues to ensure timely response, assignment, escalation, and resolution of support requests. Leverage aging reports to proactively manage tickets by ensuring timely communication, accurate status updates, and estimated resolution timelines are consistently documented in the ticketing system.Dispatch service requests and incidents to the appropriate IT support teams. Escalate critical incidents and Ownership or VIP requests following established IT operational procedures.Diagnose and resolve Tier I technical issues involving Windows workstations, Microsoft 365 applications, printers, mobile devices, password resets, VPN connectivity, and common software issues.Provide in-person support through the Technology Walk-Up Center while delivering exceptional customer service. Resolve issues whenever possible during the initial customer interaction and accurately document troubleshooting steps and resolutions within the ticketing system.Coordinate employee onboarding and offboarding requests by preparing equipment, coordinating account provisioning, and facilitating system access in accordance with established timelines.Maintain accurate inventory and asset records by supporting equipment deployment, check-in/check-out activities, and lifecycle management processes.Create and maintain knowledge articles, support documentation, and standard operating procedures.Participate in technology deployments, equipment refreshes, and special IT projects as assigned.Provide support during evenings, weekends, holidays, and event-day operations as required.Special projects and assignments as business dictatesResponsible for the creation, maintenance and control of all personal identifiable information or any other information protected by Confidentiality and Privacy Standards see Mass Regulations on Personal Identity Regulations and HIPAASupervisory Responsibilities This position has no supervisory responsibilities.SKILLS AND QUALIFICATIONS#J-18808-Ljbffr

Job Description

Summary The Service Desk Dispatcher serves as the primary point of contact for Information Technology support requests across The Kraft Group and affiliated business operations. This role is responsible for delivering exceptional customer service by triaging, documenting, prioritizing, and coordinating incidents and service requests through the IT Service Management (ITSM) platform. In addition to resolving basic Tier I issues, the Dispatcher ensures incidents are assigned to the appropriate support teams, monitors ticket queues for SLA compliance, communicates status updates to customers, and helps maintain efficient IT operations, including support for Gillette Stadium events and other business initiatives.Duties And Responsibilities Serve as the primary point of contact for all IT support requests received via phone, email, walk-up, and the IT Service Management (ITSM) platform, ensuring requests are acknowledged, documented, and routed in accordance with established procedures.Accurately log, categorize, prioritize, assign, and maintain incident and service request records in the ITSM platform in accordance with Service Level Agreements (SLAs) and established support processes.Monitor ticket queues to ensure timely response, assignment, escalation, and resolution of support requests. Leverage aging reports to proactively manage tickets by ensuring timely communication, accurate status updates, and estimated resolution timelines are consistently documented in the ticketing system.Dispatch service requests and incidents to the appropriate IT support teams. Escalate critical incidents and Ownership or VIP requests following established IT operational procedures.Diagnose and resolve Tier I technical issues involving Windows workstations, Microsoft 365 applications, printers, mobile devices, password resets, VPN connectivity, and common software issues.Provide in-person support through the Technology Walk-Up Center while delivering exceptional customer service. Resolve issues whenever possible during the initial customer interaction and accurately document troubleshooting steps and resolutions within the ticketing system.Coordinate employee onboarding and offboarding requests by preparing equipment, coordinating account provisioning, and facilitating system access in accordance with established timelines.Maintain accurate inventory and asset records by supporting equipment deployment, check-in/check-out activities, and lifecycle management processes.Create and maintain knowledge articles, support documentation, and standard operating procedures.Participate in technology deployments, equipment refreshes, and special IT projects as assigned.Provide support during evenings, weekends, holidays, and event-day operations as required.Special projects and assignments as business dictatesResponsible for the creation, maintenance and control of all personal identifiable information or any other information protected by Confidentiality and Privacy Standards see Mass Regulations on Personal Identity Regulations and HIPAASupervisory Responsibilities This position has no supervisory responsibilities.SKILLS AND QUALIFICATIONS#J-18808-Ljbffr