Global IT Service Desk Dispatcher

Excis Compliance (Thailand) Company Limited; Manila; On-site; PHP 300,000 - 450,000; Full time

Job summary

Excis Compliance (Thailand) Company Limited in Quezon City, Philippines, is seeking a Service Desk Dispatch Coordinator to join our global IT delivery team. You will coordinate incidents, service requests, and hands-and-eyes support between customers, partners, and engineers.

You will manage dispatch tickets, SLAs, and backfill coverage while ensuring timely resolution and clear stakeholder communication. Priorities include accurate reporting, knowledge base contributions, and cross-team

Qualifications

• Experience in service desk coordination, IT support, dispatch operations, or service delivery is preferred.
• Familiarity with IT service management processes, incident management, and ticket lifecycle management.
• Knowledge of ServiceNow or similar ITSM tools is an advantage.
• Understanding of SLAs, ticket prioritization, escalation procedures, and backlog management.
• Strong organizational, coordination, and multitasking skills.
• Excellent verbal and written communication skills.

Responsibilities

• Act as the main point of contact between external customers, partners, internal engineers, and the service desk team.
• Coordinate daily communications regarding incidents, service requests, and hands-and-eyes support activities.
• Manage dispatch site tickets and ensure compliance with SLAs.
• Coordinate purchase orders and other service requirements.
• Arrange backfill engineer coverage when primary engineers are on leave.
• Monitor and follow up on issues to ensure timely resolution.
• Keep stakeholders informed of ticket progress and resolutions.
• Monitor ServiceNow tickets to ensure proper ticket management and SLA compliance.
• Assign, track, and follow up on support tickets to ensure timely closure.
• Prepare and analyze service performance reports to identify trends and improvements.
• Maintain accurate documentation of communications, incidents, and resolutions.
• Contribute to knowledge base articles and internal training materials.

Skills

Service desk coordination

IT support

Dispatch operations

ITSM tools

SLAs

Communication

Tools

ServiceNow

Job description

Excis Compliance (Thailand) Company Limited in Quezon City, Philippines, is seeking a Service Desk Dispatch Coordinator to join our global IT delivery team. You will coordinate incidents, service requests, and hands-and-eyes support between customers, partners, and engineers.

You will manage dispatch tickets, SLAs, and backfill coverage while ensuring timely resolution and clear stakeholder communication. Priorities include accurate reporting, knowledge base contributions, and cross-team