Dispatch / Service Desk Coordinator

iSupport Worldwide; Pasig; On-site; PHP 391,000 - 580,000; Full time

Benefits offered by this job

Free lunch

Onsite gym

Weekly fitness activities

Upskilling academy

Modern facilities

Sleeping quarters

Game area

Job summary

iSupport Worldwide is hiring a Service Desk Coordinator to schedule and coordinate service work, assign resources, and manage the support queue. The role acts as the central liaison between clients, engineers, and management to ensure priorities are met in a fast-paced environment.

The successful candidate will manage engineer calendars, review incoming requests, and keep clients informed of ticket status and planned maintenance.

Qualifications

• 2+ years of experience in a Service Coordinator, Dispatcher, Service Desk Coordinator, or similar role.
• Experience supporting an MSP, IT Services, Helpdesk, or Service Desk environment.
• Experience managing ticket queues and dispatching resources.
• Experience with ticketing/service management platforms (e.g., ServiceNow, Zendesk, Freshservice, Autotask, HaloPSA, Jira Service Management, preferably ConnectWise).
• Understanding of ticket prioritization, escalation workflows, and SLA-driven environments.
• Strong customer service and communication skills.

Responsibilities

• Schedule and coordinate service tickets with clients and technical staff.
• Prioritize and assign tickets according to company standards and client needs.
• Balance workloads across available technical resources.
• Create tickets from client calls and resolve simple requests when appropriate.
• Schedule equipment deployments, installations, and other planned work.
• Review outstanding tickets and adjust priorities as needed.
• Ensure assigned engineers have the information, time, and resources needed to complete their work.
• Identify and address scheduling conflicts, delays, and assignment issues.
• Coordinate routine, urgent, and emergency service requests.
• Maintain accurate schedules, calendars, and dispatch information in ConnectWise.
• Reschedule work as necessary to accommodate higher-priority issues.

Skills

Customer service

Communication

Ticketing

ConnectWise

Scheduling

Prioritization

Tools

ConnectWise

ServiceNow

Zendesk

Freshservice

Autotask

HaloPSA

Jira Service Management

Job description

The Service Desk Coordinator is responsible for scheduling and coordinating service work, assigning resources, and managing the support queue. This role serves as a central point of coordination between clients, engineers, and management to ensure work is prioritized, scheduled, and completed efficiently. The ideal candidate is organized, communicates clearly, and can manage multiple priorities in a fast-paced environment.

What Will You Be Doing?

Basic Functions

• Coordinate technical staff schedules and assignments; this is not a hands‑on technical support role.
• Serve as a primary point of contact for clients regarding service scheduling and dispatch.
• Manage engineer calendars and schedules in ConnectWise.
• Review and process incoming service requests from email, phone, portal, and manual entry.
• Monitor schedules and ticket activity to ensure timely updates and time entry.
• Keep clients informed of ticket status, scheduled work, maintenance activities, and service interruptions.
• Create, update, and route service tickets.
• Track engineer availability, assignments, and work status.
• Assist with estimates, quoting, and order processing as needed.

Primary Responsibilities

• Schedule and coordinate service tickets with clients and technical staff.
• Prioritize and assign tickets according to company standards and client needs.
• Balance workloads across available technical resources.
• Create tickets from client calls and resolve simple requests when appropriate.
• Schedule equipment deployments, installations, and other planned work.
• Review outstanding tickets and adjust priorities as needed.
• Ensure assigned engineers have the information, time, and resources needed to complete their work.
• Identify and address scheduling conflicts, delays, and assignment issues.
• Coordinate routine, urgent, and emergency service requests.
• Maintain accurate schedules, calendars, and dispatch information in ConnectWise.
• Reschedule work as necessary to accommodate higher-priority issues.

What Are We Looking For?

Required

• 2+ years of experience in a Service Coordinator, Dispatcher, Service Desk Coordinator, or similar role
• Experience supporting an MSP, IT Services, Helpdesk, or Service Desk environment
• Experience managing ticket queues and dispatching resources
• Experience with ticketing/service management platforms (e.g., ServiceNow, Zendesk, Freshservice, Autotask, HaloPSA, Jira Service Management, preferably ConnectWise)
• Understanding of ticket prioritization, escalation workflows, and SLA-driven environments
• Strong customer service and communication skills

Nice to Have

• Direct ConnectWise experience
• Experience supporting US-based MSP clients
• Exposure to quoting, procurement, and project scheduling
• Experience coordinating field engineers and on‑call rotations

• Free lunch meal, fruits, snacks, and drinks
• Onsite gym with a free professional instructor
• Weekly fitness activity and an annual fitness challenge where you can win up to 70,000 PHP
• Weekly engagement activities with prizes that are up to 3,000 PHP
• Free upskilling academy to improve your performance and skillset
• State‑of‑the‑art facilities from toilets to your workstation
• Amenities such as sleeping quarters, game area, chat room, shower room