Job Description
- Monitor and manage service requests and field technician dispatches.
- Prioritize and assign tickets based on SLAs, urgency, and technician availability.
- Act as a central point of contact between end users, remote support teams, and field engineers.
- Ensure proper documentation and tracking of all dispatched service requests.
- Provide initial troubleshooting and remote assistance before escalating to on-site teams.
- Optimize technician scheduling and route planning for efficiency.
- Track and report on field service performance metrics (e.g., response time, resolution rate).
- Escalate critical incidents to appropriate resolver groups and leadership.
- Maintain strong communication with customers regarding ticket status and resolution updates.
- Collaborate with IT teams to improve dispatch processes and service delivery.
- Will be working from Office all 5 days.
Skillset: Strong knowledge of ITSM tools (ServiceNow, Remedy, etc.). Experience in incident management, remote troubleshooting, and technician coordination.
