IT Service Coordinator (Service Desk & Dispatch)

Excis Compliance (Thailand) Company Limited; Quezon City; On-site; PHP 240,000 - 480,000; Full time

Job summary

Excis is seeking an IT Service Coordinator in Quezon City, Philippines to support service desk operations and field dispatch. You will connect customers, technical teams, and engineers to ensure timely IT support within SLAs.

The role emphasizes organized coordination, ticket tracking in ServiceNow, and clear stakeholder communication. Fresh graduates with relevant internships are welcome to apply.

Qualifications

• Bachelor's degree or equivalent experience in IT/CS/Business.
• Experience in IT service coordination, service desk, or dispatch.
• Understanding of ITSM, incident management, and ticket handling.
• Familiarity with ServiceNow or similar platforms.
• Strong communication and multitasking skills; open to fresh graduates with relevant internship experience.

Responsibilities

• Coordinate daily IT support operations between customers, partners, internal teams, and field engineers.
• Manage onsite support requests, technical dispatches, and service-related tickets.
• Track and escalate tickets, ensuring timely resolutions and SLA adherence.
• Monitor service performance and generate operational reports for stakeholders.
• Assist with knowledge base updates and service documentation.

Skills

IT service coordination

ServiceNow

SLA monitoring

Stakeholder communication

Ticket management

Education

Bachelor's degree in IT/CS/Business

Tools

ServiceNow

Microsoft Outlook

Microsoft Teams

Job description

IT Service Coordinator (Service Desk & Dispatch)

IT SERVICE COORDINATOR (SERVICE DESK & DISPATCH)

Location: QUEZON CITY, PHILIPPINES

Excis is a global IT services organization committed to providing reliable technology solutions and exceptional customer support worldwide.

Operating across more than 190 countries, with a network of over 6,000 engineers and partnerships with 200+ enterprise clients, we bring together talented professionals to support complex IT environments and deliver seamless technology services.

We are currently seeking an IT Service Coordinator to support our service delivery operations in the Philippines. This position plays an important role in connecting customers, technical teams, field engineers, and service desk operations to ensure that IT support activities are properly coordinated, monitored, and delivered within agreed service commitments.

The ideal candidate is highly organized, proactive, and comfortable managing multiple service requests while maintaining clear communication with different stakeholders.

Key Responsibilities

Service Operations and Resource Coordination

Coordinate daily IT support operations between customers, external service partners, internal technical teams, and field engineers.

Serve as a central communication point for onsite support requirements, technical dispatches, and service-related requests.

Organize engineer assignments and coordinate coverage arrangements to maintain uninterrupted support services.

Manage engineer replacement and backfill arrangements during planned or unexpected absences.

Coordinate operational requirements, including purchase order requests, additional support arrangements, and service resource availability.

Ticket Management and Service Delivery

Oversee the progress of assigned service requests and incidents, ensuring appropriate ownership and timely resolution.

Monitor ticket activities through ServiceNow, maintaining visibility over priorities, outstanding actions, and resolution timelines.

Coordinate ticket assignments, escalations, and follow-ups with the relevant technical teams.

Track service performance against established Service Level Agreements (SLAs) and proactively address potential delays.

Identify outstanding tickets and recurring service issues, helping reduce backlogs and improve operational efficiency.

Provide regular service updates to customers and relevant stakeholders throughout the ticket resolution process.

Performance Monitoring and Process Improvement

Compile and review operational reports covering ticket volumes, resolution progress, service performance, and SLA achievement.

Maintain accurate records of service activities, stakeholder communications, and operational updates.

Identify recurring service delivery challenges and highlight opportunities to improve coordination and response times.

Assist in maintaining internal procedures, operational guidelines, knowledge base materials, and service documentation.

Participate in service reviews, quality checks, and internal audit activities when required.

Qualifications and Skills

Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related discipline is preferred. Equivalent relevant experience will also be considered.

Previous experience in IT service coordination, service desk operations, technical support administration, dispatch coordination, or service delivery.

Understanding of IT Service Management (ITSM) principles, particularly incident management, service requests, escalations, and ticket management.

Familiarity with ServiceNow or other service management platforms.

Understanding of SLA monitoring, ticket prioritization, operational reporting, and service performance tracking.

Experience coordinating technical resources, field engineers, vendors, or external service providers is an advantage.

Proficiency in Microsoft Office applications, particularly Excel, Outlook, and Teams.

Strong written and verbal communication skills, with the ability to interact professionally with different stakeholders.

Excellent organizational skills and the ability to manage multiple priorities simultaneously.

Strong analytical and problem-solving abilities, with attention to detail and accurate documentation.

Ability to take ownership of outstanding requests and proactively follow through until completion.

Open to Fresh Graduates with relevant internship experience!

What We Offer

The opportunity to work within an established international IT services organization.

Exposure to global service delivery operations and international technical teams.

Opportunities to develop expertise in IT service management and operational coordination.

A collaborative working environment that encourages continuous learning and professional development.

Potential career progression within a growing global organization.

Interested in building your career in IT service operations? Join Excis and help keep global IT support services running smoothly through effective coordination, communication, and service delivery.