IT Service Dispatcher / Client Coordinator (UK Hours | MSP Experience Required | ConnectWise/Halo)

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: TYPE OF WORK

Full Time

: SALARY

$1,200/month negotiable on experience

: HOURS PER WEEK

40

: DATE UPDATED

Mar 17, 2026

JOB OVERVIEW

About Us

We are a well-established UK-based Managed Service Provider (MSP) with over 30 years of experience, supporting business clients across the UK.

We are growing and looking for a confident, organised, and professional IT Service Dispatcher to become the central coordination point between our clients and engineers.

This is a long-term, stable role with excellent career progression.

?

???? IMPORTANT – APPLICATION INSTRUCTIONS (READ CAREFULLY)

To be considered for this role, you MUST:
1. Start your application with:
OMS – [ticketing system you have used]
Example: OMS – ConnectWise
2. Include a short voice recording (1–2 minutes) introducing yourself
3. Briefly describe your MSP or IT helpdesk experience

? Applications that do not follow these instructions will NOT be reviewed.

?

???? Working Hours

You will work UK business hours:
• 4:00 PM – 12:30 AM (Philippines time – BST)
• 5:00 PM – 1:30 AM (Philippines time – GMT)
• Monday to Friday
• Fixed schedule (no rotation)

???? Shift Expectation

You will be expected to start 30 minutes before UK business hours to:

• Review overnight tickets
• Organise and prioritise the queue
• Prepare the service desk for the day

This ensures a smooth and professional start to client support each day.

???? Your Role

You will be the first point of contact for our clients and responsible for ensuring all support requests are handled efficiently, professionally, and within SLA.

This is a high-responsibility role — you will manage ticket flow, prioritisation, and communication.

?

???? Key Responsibilities

Call Handling & Client Communication
• Answer inbound calls from UK business clients
• Log tickets clearly and accurately
• Communicate confidently and professionally
• Set clear expectations with clients

?

???? Ticket Triage & Dispatch
• Prioritise tickets based on urgency and business impact
• Assign tickets to engineers based on skill and availability
• Monitor ticket queues and ensure timely progress
• Escalate urgent or delayed tickets

?

?? Operational Coordination
• Manage engineer workload and scheduling
• Coordinate remote sessions and site visits
• Proactively prevent SLA breaches

?

???? Admin Support
• Assist with billing reconciliation (training provided)
• Maintain accurate ticket records

?

? Requirements (STRICT)
• Experience working in an MSP or IT Helpdesk environment
• Experience using one or more of:
• ConnectWise
• Autotask
• HaloPSA
• ServiceNow or similar
• Strong understanding of:
• Microsoft 365
• Basic IT support concepts
• Ticketing systems
• Excellent spoken and written English
• Confident handling inbound client calls

?

? Bonus (Nice to Have)
• Experience with ConnectWise Manage
• ITIL knowledge
• Experience working with UK or US clients

?

???? Salary & Benefits
• $1,200 per month (depending on experience)
• Night shift premium
• Paid holidays
• Performance bonuses
• Long-term stable role
• Opportunity to grow within the company

?

???? What Success Looks Like
• Fast and accurate ticket handling
• Clear, professional client communication
• Strong organisation and prioritisation
• Proactive updates (clients never need to chase)

?

???? Why Join Us?

We are a growing, professional MSP focused on delivering high-quality service.

This role is central to our operations and offers long-term career growth within a supportive team.

?

? FINAL LINE (IMPORTANT – KEEP THIS)

We are hiring immediately. Shortlisted candidates will be contacted within 48 hours.

SKILL REQUIREMENT

Technical Support English Speaking Customer Service

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IT Service Dispatcher / Client Coordinator (UK Hours | MSP Experience Required | ConnectWise/Halo)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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