Service Desk Dispatcher

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., 1. 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.

1. 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.
2. 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.
3. Dispatch service requests and incidents to the appropriate IT support teams. Escalate critical incidents and Ownership or VIP requests following established IT operational procedures.
4. Diagnose and resolve Tier I technical issues involving Windows workstations, Microsoft 365 applications, printers, mobile devices, password resets, VPN connectivity, and common software issues.
5. 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.
6. Coordinate employee onboarding and offboarding requests by preparing equipment, coordinating account provisioning, and facilitating system access in accordance with established timelines.
7. Maintain accurate inventory and asset records by supporting equipment deployment, check-in/check-out activities, and lifecycle management processes.
8. Create and maintain knowledge articles, support documentation, and standard operating procedures.
9. Participate in technology deployments, equipment refreshes, and special IT projects as assigned.
10. Provide support during evenings, weekends, holidays, and event-day operations as required.
11. Special projects and assignments as business dictates
12. Responsible 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 HIPAA

• High School diploma required; associate’s degree in information technology or equivalent technical training preferred.
• 2-4 years of experience in a Help/Service Desk, or customer support environment
• Familiarity with Microsoft Windows 11, macOS, Apple iOS, and Microsoft 365 applications and experience supporting Microsoft 365, MS Teams, Intune, and enterprise desktop environments.
• Working knowledge of password management and basic networking concepts.
• Experience with IT ticketing systems such as ServiceDesk Plus or similar ITSM platforms preferred.
• Familiarity with remote support tools, endpoint management platforms, and asset management systems.
• Excellent customer service skills with a professional and courteous demeanor.
• Strong verbal and written communication skills.
• Ability to accurately prioritize incidents based on business impact and urgency and remain calm and organized while managing multiple priorities in a fast-paced environment.
• Must have attention to detail and focused concentration
• Must be able to learn new tasks and complete tasks independently
• Must be able to make timely decisions in the context of the workflow
• Must possess strong organizational skills, ability to multi-task and responsiveness, * Moderate office noise level with frequent customer interaction.
• Requires ability to support evenings, weekends, holidays, and event-day operations as business needs dictate.

CERTIFICATES, LICENSES, REGISTRATIONS

• CompTIA A+ certification or equivalent technical certification preferred.
• ITIL Foundation certification or familiarity with ITIL Service Management principles preferred.