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.