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IT Dispatcher check list

1. Pre-Shift Preparation

Verify the status of all incoming tickets.

Check the schedule for the day’s assignments.

Ensure that all necessary tools and software are operational.

Review any outstanding issues from previous shifts.

2. Ticket Management

Prioritize incoming tickets based on urgency and impact.

Assign tickets to appropriate technicians based on their expertise.

Monitor ticket progress and ensure timely updates are communicated.

Escalate critical issues to senior management as needed.

3. Communication Protocols

Establish clear communication lines with technicians and management.

Provide regular updates to stakeholders regarding ticket status.

Facilitate daily stand-up meetings with the IT team to review priorities.

Document key discussions and decisions made during meetings.

4. Resource Allocation

Assess current staffing levels and make adjustments as necessary.

Ensure that technicians have the necessary access and tools for their tasks.

Coordinate with other departments to optimize resource sharing.

Maintain an inventory of spare parts and equipment for quick deployment.

5. Incident Response

Follow established protocols for handling high-priority incidents.

Ensure that all incidents are logged and tracked in the ticketing system.

Communicate incident status to affected users in a timely manner.

Conduct post-incident reviews to identify areas for improvement.

6. End-of-Shift Duties

Review ticket statuses and ensure proper handover to the next shift.

Document any unresolved issues and their current status.

Gather feedback from technicians on the day's challenges and successes.

Prepare a summary report for management highlighting key metrics and trends.

7. Continuous Improvement

Regularly assess and refine dispatch processes for efficiency.

Solicit feedback from team members on dispatch operations.

Stay updated on industry best practices and incorporate them into workflows.

Conduct training sessions for team members on new tools and techniques.

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