Help Desk Dispatcher

Date:  May 13, 2022

Indianapolis, IN, US, 46278

Store # - Mall Name:  Corporate Office

General Description

The Help Desk Dispatcher is responsible for attaining maximum utilization of internal technical resources through daily dispatch of service requests, communicates with support technicians, and ensures processes and procedures are being followed in a team-oriented Help Desk environment.  

Principle Duties and Responsibilities

  • Support the processes and procedures in a team oriented Help Desk environment. 
  • Pre-process service requests as they arrive through email, manual entry, or direct client input
  • Monitor resource schedules to ensure prompt time entry on service requests
  • Communication with employees at all levels of the company as required: keeping them informed of incident progress, notifying them of impending changes or outages
  • Ensure fast turnaround of help desk requests
  • Ability to work in a team and communicate effectively
  • Improve usage and increase the productivity of IT support resources
  • Act as a point of contact to the stores and corporate employees for all types of service requests

Additional Principle Duties and Responsibilities

  • Provide regular status report updates to the Help Desk Manager. 
  • Coordination of IT support groups to ensure maximum utilization.
  • Understand the processes and procedures used to conduct business in the retail industry so you can provide support across the corporate enterprise. 
  • Provide prompt, courteous follow up on Help Desk Tickets. 
  • Complete and close the Help Desk Tickets under your assignment in a timely manner. 
  • Support and adhere to all company policies, procedures, and guidelines. 
  • Other duties as assigned. 

Job Required Knowledge & Skills

  • Basic computer and operating system knowledge
  • Interpersonal skills: such as telephony skills, communication skills, active listening, and client-care
  • Ability to document Helpdesk solutions for a technical/non-technical audience. 
  • Excellent written and verbal communication skills. 
  • Sitting required for up to 90% of the daily work schedule. 
  • Viewing a computer screen for up to 90% of the work time. 
  • Operating a computer keyboard for up to 90% of the work time. 

Reports To

Help Desk Manager



EEO Statement:
Hat World, Inc., Lids Holdings, Inc., dba Lids and subsidiaries is an Equal Opportunity Employer and is committed to complying with all federal, state, and local EEO laws. Hat World, Inc., prohibits discrimination against employees and applicants for employment based on the individual's race or color, religion or creed, national origin, alienage or citizenship status, marital status, sex, pregnancy status, age, military status, disability, or any other protected characteristic or class protected by law. Hat World, Inc. provides reasonable accommodation for disabilities in accordance with applicable laws.

Notice to Applicants:
In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future contract positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.

Need accessibility assistance to apply?
Applicants who require accessibility assistance to submit an employment application, please email us at onboardingsupport@lids.com. A member of our Talent team will respond as soon as reasonably possible. This email address and is only for individuals seeking accommodation when applying for a career at Lids.

Req ID: 9399 

Location: Corporate Office 

Nearest Major Market: Indianapolis