Service Desk Analyst

Role Overview

The Dispatch Coordinator is responsible for managing daily field service operations by scheduling technicians, coordinating service requests, and ensuring all work orders are completed within Service Level Agreements (SLAs).

This role acts as the central coordination point between customers, field technicians, and internal support teams to ensure timely service delivery and high customer satisfaction.

Key Responsibilities

Technician Dispatch & Scheduling -

Assign and dispatch technicians based on skillset, location, availability, and service priority

Optimize technician routes and schedules to maximize productivity

Monitor field technician activity throughout the day and adjust schedules as required

Work Order & Service Ticket Management -

Manage service tickets from creation through completion

Ensure accurate updates, documentation, and closure of service work orders

Monitor service calls to ensure SLA compliance and on-time completion

Customer Communication & Support -

Serve as a primary coordination point for customer service requests and updates

Handle inbound calls, emails, and service inquiries

Provide status updates, technician ETAs, and resolution information to customers

Field Technician Support -

Maintain constant communication with field technicians via phone, email, and internal communication tools

Assist technicians in resolving operational challenges during service calls

Coordinate follow-up visits, return trips, and additional service requests

Parts & Logistics Coordination -

Coordinate part orders and track deliveries required for service completion

Schedule return visits once required materials are received

Track part shipments through internal systems such as Fusion software

Dispatch Systems & Tools -

Utilize service management systems such as Oracle Dispatch and other field service platforms

Maintain accurate technician schedules, service logs, and work order documentation

Required Qualifications

Minimum 2 years experience in dispatch coordination, service scheduling, or operations support

Strong customer service and communication skills

Excellent organizational and multitasking abilities

Ability to manage multiple service requests simultaneously in a fast-paced environment

Familiarity with service management platforms (Oracle Dispatch, ServiceNow, Fusion, or similar tools)

Proficiency in Microsoft Office (Excel, Outlook, Word)

Preferred Experience

Experience working with field technicians or service engineers

Experience in telecom, technology services, maintenance operations, or infrastructure support

Understanding of SLA-driven service environments

Key Skills

Field Service Coordination

Dispatch Operations

Customer Support

Service Ticket Management

Route Planning

SLA Management

Operations Coordination