IT Service Desk Engineer

ElevenX Capital; Gurugram District; On-site; INR 500,000 - 900,000; Full time

Job summary

ElevenX Capital is seeking a Support Dispatcher for our IT Service Desk in Gurugram. The role focuses on monitoring the incoming ticket queue, triaging requests, and routing tickets to the appropriate support tier, team, or engineer, ensuring SLA commitments are met.

You will coordinate with technicians, team leads, and vendors, escalate high-priority incidents, and maintain accurate ticket data for reporting and audits.

Qualifications

• Graduate in any field.
• 3 years of experience in a service desk, technical support, or dispatch/coordination role.
• Hands-on experience with an ITSM or ticketing platform (e.g., ServiceNow, Zendesk, Jira Service Management, ConnectWise, Freshservice).
• Working knowledge of ITIL concepts, particularly incident and request management.
• Strong organizational skills with the ability to manage a high volume of tickets and shifting priorities in a fast-paced environment.
• Excellent verbal and written communication skills for coordinating across technical and non-technical stakeholders.
• Basic understanding of common IT issues (hardware, software, network, access), along with foundational knowledge of IAM and ILM concepts.
• Strong attention to data accuracy when logging and updating tickets.

Responsibilities

• Monitor the ticket queue across all intake channels and log requests accurately in the ITSM system.
• Triage each ticket by classifying type, urgency, and impact, and assign priorities per SLA.
• Dispatch tickets to the correct support tier (L1/L2/L3) or team based on skills and workload.
• Monitor SLA timers, flag aging tickets, and reassign or escalate as needed.
• Coordinate with technicians, team leads, and vendors on ticket ownership and status.
• Escalate high-priority incidents to on-call resources per escalation matrix.
• Maintain up-to-date ticket data for reporting and audits.
• Communicate ticket status updates to end users and stakeholders clearly.
• Identify recurring issues and adjust dispatch rules accordingly.
• Generate and review daily/weekly dispatch and SLA reports.
• Prepare on-call rosters and review on-call payout.
• Share SLA and CSAT reports with management.
• Prepare documentation for the support team.
• Handle the support engineers team and allocate work accordingly.
• Join bi-weekly calls with the client to discuss active tickets.
• Coordinate and track items open with the development team.
• Serve as first point of contact for client reports of issues.
• Recommend process improvements to reduce ticket handling time.

Skills

Organizational skills

Communication

Multitasking

Data accuracy

Attention to detail

Education

Graduate in any field

Tools

ServiceNow

Zendesk

Jira Service Management

ConnectWise

Freshservice

Job description

Department: IT Service Desk / Technical Support

Reports To: Support Manager

Employment Type: Full-Time

Location: Work From Office (Gurugram)

Time - 5.30 PM to 2.30 AM

ROLE SUMMARY

The Support Dispatcher is responsible for monitoring the incoming ticket queue, accurately triaging and prioritizing support requests, and routing tickets to the appropriate support tier, team, or engineer based on issue type, urgency, and staff availability. This role acts as the central coordination point between end users, the service desk team, and escalation groups, ensuring tickets move efficiently through the support lifecycle and SLA commitments are met.

KEY RESPONSIBILITIES

• Monitor the ticket queue across all intake channels (phone, email, chat, self-service portal) and log incoming requests accurately in the ITSM/ticketing system.
• Triage each ticket by classifying issue type, urgency, and impact, and assigning an appropriate priority level based on defined SLA criteria.
• Dispatch tickets to the correct support tier (L1/L2/L3), team, or individual technician based on skill set, workload, and availability.
• Monitor SLA timers across the queue, proactively flag at-risk or aging tickets, and reassign or escal…
• Coordinate with technicians, team leads, and vendors to confirm ticket ownership, status, and next steps.
• Escalate high-priority incidents (P1/P2/P3) to the appropriate on-call resource or manager according to the escalation matrix.
• Maintain accurate, up-to-date ticket data, including status updates, categorization, and resolution notes, to support reporting and audits.
• Communicate ticket status updates to end users and stakeholders in a clear, timely, and professional manner.
• Identify recurring issues, duplicate tickets, or misrouted requests, and adjust dispatch logic or routing rules accordingly.
• Generate and review daily/weekly dispatch and SLA compliance reports for the service desk manager.
• Prepare the on-call roster for the support team and review on-call payout for the support team.
• Share SLA and CSAT reports with management.
• Prepare necessary documentation required for the support team's functioning.
• Handle the support engineers team and allocate work accordingly.
• Join bi-weekly calls with the client to discuss all active tickets currently with support.
• Coordinate and track all active items open with the development team.
• Serve as the first point of contact if any client reports an issue.
• Recommend process improvements to reduce ticket handling time.

REQUIRED QUALIFICATIONS

• Graduate in any field.
• 3 years of experience in a service desk, technical support, or dispatch/coordination role.
• Hands-on experience with an ITSM or ticketing platform (e.g., ServiceNow, Zendesk, Jira Service Management, ConnectWise, Freshservice).
• Working knowledge of ITIL concepts, particularly incident and request management.
• Strong organizational skills with the ability to manage a high volume of tickets and shifting priorities in a fast-paced environment.
• Excellent verbal and written communication skills for coordinating across technical and non-technical stakeholders.
• Basic understanding of common IT issues (hardware, software, network, access), along with foundational knowledge of Identity and Access Management (IAM) and Information Lifecycle Management (ILM) concepts, sufficient to triage and route tickets accurately.
• Strong attention to detail and data accuracy when logging and updating tickets.

PREFERRED QUALIFICATIONS

• ITIL Foundation certification.
• Experience with SLA management, escalation matrices, and on-call scheduling.
• Familiarity with reporting/dashboard tools (e.g., ConnectWise, native ITSM reporting) to track dispatch and SLA metrics.
• Prior experience supporting a team of 10+ technicians or engineers.

Ticket Triage & Routing | SLA Monitoring | Prioritization | Cross-Team Coordination | Escalation Management | ITSM Tools | Customer Communication | Multitasking | Data Accuracy | Process Improvement | Microsoft Office