IT Field Dispatch Coordinator - SLA & Multi-Site Support

CGR Services; Auckland; On-site; NZD 60,000 - 90,000; Full time

Job summary

Eil Global is seeking an experienced IT Dispatch Support professional to coordinate field engineers across Auckland and other sites. The role focuses on dispatch, ticket monitoring, scheduling, SLA tracking and clear customer communication to ensure timely onsite support.

We value strong IT infrastructure knowledge, hands-on support experience, and proficiency with ITSM tools like ServiceNow. This full-time contract position offers long-term stability and multi-site exposure.

Qualifications

• 2+ years of experience in IT support, field services, dispatch coordination or service desk operations.
• Experience coordinating field engineers across multiple locations.
• Strong understanding of IT infrastructure and troubleshooting.
• Experience with ITSM/ticketing tools such as ServiceNow is preferred.

Responsibilities

• Coordinate and dispatch field engineers based on ticket priority, location, SLA and engineer availability.
• Manage engineer schedules, site visits, backfill coverage, installations and ad-hoc support.
• Monitor tickets from assignment to closure and ensure timely updates and proper resolution details.
• Coordinate with customers, engineers, vendors and L2/L3 teams for incident resolution and escalations.
• Ensure proper KT, handover and site documentation is completed.
• Track SLA, pending tickets, engineer attendance and site coverage with regular reports.
• Support multiple sites and manage urgent requests while ensuring business continuity.

Skills

IT support

dispatch coordination

field services

service desk

stakeholder management

communication

Excel reporting

Tools

ServiceNow

Job description

Eil Global is seeking an experienced IT Dispatch Support professional to coordinate field engineers across Auckland and other sites. The role focuses on dispatch, ticket monitoring, scheduling, SLA tracking and clear customer communication to ensure timely onsite support.

We value strong IT infrastructure knowledge, hands-on support experience, and proficiency with ITSM tools like ServiceNow. This full-time contract position offers long-term stability and multi-site exposure.