IT Support Coordinator

Service Desk Dispatch Coordinator

Employment Type: Full-time
Department: Service Desk / IT Operations
Work Arrangement: Onsite

Job Description

We are looking for a Service Desk Dispatch Coordinator to join our IT Operations team. The role is responsible for coordinating IT support requests, assigning and dispatching technical engineers, monitoring service tickets, and ensuring that customer requests are handled efficiently and within agreed service levels.

You will work closely with customers, Service Desk teams, field engineers, vendors, and internal stakeholders to coordinate onsite technical support and ensure smooth service delivery.

Key Responsibilities

• Monitor incoming IT incidents, service requests, and dispatch requirements.
• Review service tickets and identify the appropriate engineer or technical resource.
• Assign and dispatch field engineers based on location, availability, technical skills, and customer requirements.
• Coordinate engineer schedules, appointments, and onsite visits.
• Communicate with customers regarding engineer availability, schedules, and service updates.
• Track engineer arrival, job progress, and completion status.
• Follow up on open and pending tickets to ensure timely resolution.
• Monitor SLA deadlines and escalate potential delays or service issues.
• Coordinate with field engineers, Service Desk teams, vendors, and other technical teams.
• Maintain accurate and updated ticket information and dispatch records.
• Ensure engineers provide complete job updates and service documentation.
• Handle changes, cancellations, rescheduling, and urgent dispatch requests.
• Escalate critical incidents and unresolved service issues to the appropriate team.
• Prepare or support daily and weekly service reports when required.
• Follow company procedures and IT service management processes.
• Identify opportunities to improve dispatch and service coordination processes.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field is preferred.
• At least 1 year of experience in Service Desk, IT Support, Technical Support, Dispatch, Field Service Coordination, or a similar role.
• Basic understanding of IT hardware, software, networking, and technical support.
• Experience using ticketing, service management, or CRM systems is an advantage.
• Good written and verbal English communication skills.
• Strong organizational and coordination skills.
• Ability to manage multiple tasks and priorities simultaneously.
• Strong attention to detail and follow-up skills.
• Customer-focused and professional when communicating with clients and technical teams.
• Ability to work under pressure and meet SLA and service requirements.
• Willingness to work on shifting schedules when required.

Preferred Skills

• Experience coordinating onsite IT engineers or field technicians.
• Knowledge of Service Desk / ITSM processes.
• Familiarity with SLA, incident management, service requests, and escalation procedures.
• Experience with tools such as ServiceNow, Jira, Zendesk, Freshservice, Zoho, or similar platforms.
• Basic knowledge of Microsoft Windows, Microsoft 365, Active Directory, hardware, and networking.
• Experience working with international customers or global IT operations is an advantage.

Key Skills

IT Service Desk | Dispatch Coordination | Technical Support | Ticket Management | SLA Monitoring | Engineer Scheduling | Customer Service | Field Service Coordination | Incident Management | Escalation Management | IT Operations

Why Join Us?

• Work with an international IT services organization.
• Gain exposure to global customers and technical operations.
• Develop your career in Service Desk, IT Operations, and Field Service Management.
• Work with technical teams and engineers across different locations.
• Opportunity for professional growth and skills development.

How to Apply

If you have experience in IT support, service desk, dispatch coordination, or technical operations and enjoy coordinating people and solving service-related challenges, we encourage you to apply.

Join our team and help ensure that IT support requests are coordinated efficiently from ticket creation through resolution.