Service Desk Dispatch & Remote Monitoring Specialist

Overview

Looking for full-time work (8 hours/day)

at $4.98/hour ($960.00/month)

Bachelors degree

Last Active

July 11th, 2026 (yesterday)

Member Since

August 11th, 2025

Profile Description

TICKET TRIAGE AND ROUTING
- Serve as the first point of contact for tickets, calls, and emails
- Log requests into Buganizer with complete, accurate details
- Identify whether an issue belongs to the Service Desk (daily IT support) or the Projects Team (migrations, deployments, major changes)
- Apply ticket priority standards and adhere to SLOs
- Ticket acknowledgment
- Client updates provided same business day unless otherwise noted

CLIENT COMMUNICATION
- Email OM's and or DCT's promptly and professionally
- Communicate clearly with users of all technical levels
- Provide timely updates and ensure clients feel informed
- Assigning tickets

ENGINEER SUPPORT AND FOLLOW UPS
- Ensure engineers receive necessary information before work begins
- Serve as a communication bridge during ongoing issues and escalations

ESCALATION AND DECISION MAKING
- Escalate issues when the scope exceeds standard support workflows
- Escalate if the issue is part of a larger project or requires planning
- Escalate when SLO deadlines are at risk
- Escalate when additional approval or leadership input is required
- Flag incomplete tickets and request missing details
- Identify when a ticket requires reassignment or urgent technical attention

DOCUMENTATION AND TICKET QUALITY
- Maintain strong ticket hygiene
- Ensure no ticket sits unassigned
- Maintain correct statuses such as New, In Progress, Waiting, Resolved
- Close tickets only after confirming resolution with the client
- Record clear notes and communication history in Buganizer
- Support documentation improvements as needed

SECURITY AND CONFIDENTIALITY
- Follow all security and privacy guidelines
- Handle client information with discretion and professionalism
- Maintain confidentiality across all communication channels