Nisyl Joy B.

Drowning in support tickets? Let's get your service desk back on track. 🎯 Unassigned tickets, missed follow-ups, overwhelmed technicians, and frustrated customers? I know how quickly things can pile up when your MSP service desk doesn't have the right coordination in place. You need more than someone who simply answers calls and creates tickets. You need someone who understands ticket priorities, keeps technicians in the loop, monitors SLAs, and makes sure nothing slips through the cracks. That's where I come in! I'm an MSP Dispatcher and Service Desk Coordinator with 2+ years of hands-on experience in MSP operations, backed by 9 years in customer service. I help MSP teams stay organized, keep ticket queues moving, and deliver a smoother support experience for both technicians and customers. 🖥️ Here's How I Can Help Your Team: MSP Dispatching & Service Desk Coordination Ticket intake, triage, prioritization, and technician dispatching Monitoring ticket queues and following up on overdue tickets SLA monitoring and escalation coordination Coordinating with technicians to keep service requests moving Keeping customers updated on ticket progress Ticket Management & Quality Assurance Daily ticket QA/QC and documentation reviews Checking resolution notes for completeness and accuracy Identifying tickets that need additional follow-ups Maintaining organized and updated ticket records Customer Support & Administrative Assistance Handling inbound calls, emails, and customer inquiries Basic troubleshooting and appropriate ticket escalation CRM updates and support documentation General service desk administrative tasks 🛠️ Tools I've Worked With: ConnectWise PSA | BrightGauge | HubSpot | Monday | Airtable | Google Workspace | Microsoft Office I'm also comfortable learning new systems and adapting to your existing service desk workflows. Why Work With Me? ✔ 2+ years of MSP dispatching and service coordination experience ✔ 9 years of customer service experience across different industries ✔ Hands-on experience with ConnectWise PSA and ticket quality control ✔ Familiar with SLA awareness, technician coordination, and customer communication ✔ I don't just check whether a ticket is closed. I pay attention to whether the resolution notes actually explain what was done. My approach is simple: keep things organized, communicate clearly, follow through, and help your technicians focus on what they do best. Let's Make Your Service Desk Run Smoother! 🚀 Whether you need a dedicated MSP Dispatcher, Service Desk Coordinator, or additional customer support, I'd love to learn more about your team's workflow and where you need help. Send me a message or invite me to an interview. Let's talk!