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Service Desk Dispatcher

Date posted: 16 March 2026

Job Description:

Overview
The IT Dispatcher plays a central role in the daily operations of a Managed Service Provider (MSP). Acting as the first point of coordination, you will triage incoming tickets and phone calls, prioritise workloads, assign tasks to engineers, and ensure service level agreements (SLAs) are met. This role is crucial for maintaining service efficiency, keeping clients informed, and ensuring smooth communication between customers and technical teams.

In addition, the role will include some administrative tasks, assisting our Finance Manager with monthly billing tasks such as billing reconciliation. Full training and guidance will be provided for these tasks.

The role is remote-based, so will not require being based in our Eynsham office, but you have the option to work from our office if you prefer.

Applicants must be based within commutable distance to our Eynsham office, for occasional office cover.

Salary is subject to experience and skillset.

Key Responsibilities

Ticket & Workflow Management

  • Monitor all incoming service requests via phone, email, and ticketing system.

  • Log, categorise, and prioritise tickets based on urgency, impact, and SLA [service level agreement] requirements.

  • Assign tickets to appropriate engineers based on skillset, availability, and workload.

  • Track the progress of open tickets and ensure timely updates are provided to clients.

  • Escalate issues according to internal processes when service risks are identified.

Communication & Customer Service

  • Serve as the communication hub between clients and the technical team.

  • Provide clear, timely, and courteous updates to clients regarding incident progress.

  • Maintain a high level of professionalism and customer satisfaction.

  • Ensure clients feel supported and informed throughout their request lifecycle.

Operational Coordination

  • Monitor engineer availability, schedules, and workload distribution.

  • Coordinate on-site visits and remote support sessions.

  • Flag potential SLA breaches and proactively work to mitigate them.

  • Assist in incident trend identification to highlight recurring issues.

Documentation & System Integrity

  • Ensure all ticket details, troubleshooting notes, and resolutions are accurately recorded.

  • Maintain up-to-date documentation in the service desk platform.

  • Support continuous improvement of dispatching processes and workflows.

Skills & Experience - Essential

  • Experience in a service coordination* or helpdesk role (*including working as a personal assistant)

  • Basic understanding of IT terminology, common technical issues, and service desk operations is helpful.

  • Excellent verbal and written communication skills.

  • Exceptional organisational and multitasking abilities.

  • Ability to remain calm under pressure and manage competing priorities.

Skills & Experience - Desirable

  • Experience in an MSP, IT helpdesk, or service coordination role.

  • Excellent understanding of IT terminology, common technical issues, and service desk operations.

  • Proficiency with ticketing systems (e.g., Autotask, ConnectWise, HaloPSA, ServiceNow).

  • Familiarity with Microsoft 365, Azure AD, networking basics, and common business IT platforms.

  • ITIL awareness or certification.

  • Experience coordinating technical teams or managing SLA-driven workloads.

Personal Attributes

  • Friendly and sympathetic outlook

  • Highly organised and detail-oriented.

  • Customer-focused with a positive attitude.

  • Strong problem-solving mindset.

  • Reliable, proactive, and confident in making decisions.

  • Able to work independently and within a team.

Benefits

  • Competitive salary

  • Company issued equipment, including any workspace equipment you may require when working remotely

  • Training and certification opportunities

  • Career progression within the company

  • Flexible working options

  • Company pension

  • Paid holidays (including Bank Holidays)

  • Day off for your birthday

  • Close-knit and friendly team

Job Type: Full-time, Permanent

Benefits:

  • Additional leave

  • Bereavement leave

  • Casual dress

  • Company pension

  • Sick pay

  • Work from home

Work Location: In person

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