Dispatcher (m/f/d)

As a dispatcher, you are the central point of contact and the coordinator for all incoming IT requests and fault messages. You are playing a key role in ensuring the efficiency and quality of our IT support by prioritizing, assigning and following the progress Collection and classification of requests: You receive incoming IT requests and troubleshooting messages by phone, email and ticket system, capture them accurately and classify You according to urgency and type Priority and assignment: You prioritise tickets according to the agreed Service Level Agreements (SLAs) and assign them to the corresponding support teams or specialist departments Coordination and monitoring: You monitor the handling status of the tickets, make sure that the SLAs are adhered to, and escalate if necessary to make a timely solution ensure that: Communication: You are the interface between customers and the solution teams. You proactively inform customers about the status of their requests and coordinate dates for support Documentation: You’re reviewing all relevant information and communication steps in the ticket system to ensure complete traceability Optimization of processes: You identify bottlenecks and potential for improvement in the support processes and actively contribute to optimisation Reporting: You support the creation of reports on ticket revenue, processing times and SLA compliance

We are looking for an organised and communication-strong personality with a pronounced service idea and basic technical understanding Closed commercial or technical training in the IT sector (e.g. IT system businessman, specialist informant) or a comparable qualification First professional experience in IT support, in a service desk or in a dispatch role is advantageous Good understanding of IT foundations and common IT services (e.g. client hardware, software, network bases) Safe handling of ticket systems (e.g. Jira Service Desk, ServiceNow) and common office applications (Google Workspace) Representative communication skills in German and English, both oral and written. You can communicate complex facts clearly and understandably High service and customer orientation combined with friendliness, patience and empathy Structured and organized working with the ability to keep an overview even in hectic situations and set priorities right Loadability, teamability and a high degree of self-initiative Standby for shiftwork or standby, if necessary (please check if applicable and if applicable)