Dispatch Coordinator

WE ARE HIRING A SERVICE DESK DISPATCH COORDINATOR!

Excis is a global IT support organization driven by innovation, collaboration, and a commitment to delivering exceptional service worldwide.

With operations across 190+ countries, a network of 6,000+ engineers, and partnerships with 200+ enterprise clients, we provide a dynamic and supportive environment where employees can grow, contribute, and make an impact.

At Excis, we believe in a people-first culture where individual achievements fuel team success. Join our international team and be part of a collaborative workplace where your coordination, communication, and organizational skills are valued.

Key Responsibilities:

• Act as the main point of contact between external customers, partners, internal engineers, and the service desk team.

• Coordinate daily communications regarding incidents, service requests, and hands-and-eyes support activities.

• Manage dispatch site tickets and ensure compliance with agreed Service Level Agreements (SLAs).

• Coordinate purchase order requests, ASO support, and other service requirements.

• Arrange backfill engineer coverage when primary engineers are on leave.

• Monitor and follow up on technical and operational issues to ensure timely resolution.

• Keep stakeholders informed of ticket progress, service updates, and incident resolutions.

• Monitor ServiceNow tickets to ensure proper ticket management and SLA compliance.

• Assign, track, and follow up on support tickets to ensure timely closure.

• Monitor ticket backlogs and contribute to improved service performance.

• Prepare and analyze service performance reports to identify trends and areas for improvement.

• Maintain accurate documentation of communications, incidents, and resolutions.

• Contribute to knowledge base articles, FAQs, and internal training materials.

• Support internal audits and service delivery reviews.
  
  

Key Requirements:

• Experience in service desk coordination, IT support, dispatch operations, or service delivery is preferred.

• Familiarity with IT service management processes, incident management, and ticket lifecycle management.

• Knowledge of ServiceNow or similar IT Service Management (ITSM) tools is an advantage.

• Understanding of Service Level Agreements (SLAs), ticket prioritization, escalation procedures, and backlog management.

• Strong organizational, coordination, and multitasking skills.

• Excellent verbal and written communication skills.

• Strong attention to detail and accuracy in reporting and documentation.

• Ability to coordinate effectively with customers, engineers, partners, and internal teams.

• Strong problem-solving skills and the ability to follow up on issues until resolution.

• Ability to work independently and collaboratively in a fast-paced environment.
  
  

Why Join Us:

At Excis, your work matters. You’ll be part of a dynamic, hands-on team where your coordination and communication skills help ensure smooth service delivery and excellent customer satisfaction. We offer a supportive environment that encourages professional growth, continuous learning, and collaboration across global teams. Enjoy competitive compensation and the opportunity to contribute to a global IT leader that values innovation and excellence.