IT Support Coordinator

Excis Compliance (Thailand) Company Limited; Quezon City; On-site; PHP 279,000 - 502,000; Full time

Job summary

Excis Compliance (Thailand) Company Limited is seeking a Service Desk Dispatch Coordinator to join our IT Operations team in Manila. The role coordinates IT support requests, dispatches engineers, and tracks tickets to ensure service levels are met.

You will work with customers, field engineers, vendors, and internal teams. The ideal candidate has at least 1 year in service desk or dispatch, solid IT basics, and strong organizational skills.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• At least 1 year of experience in Service Desk, IT Support, Dispatch, Field Service Coordination, or a similar role.
• Basic understanding of IT hardware, software, networking, and technical support.
• Experience using ticketing, service management, or CRM systems is an advantage.
• Good written and verbal English communication skills.
• Strong organizational and coordination skills.
• Ability to manage multiple tasks and priorities simultaneously.
• Strong attention to detail and follow-up skills.
• Customer-focused and professional when communicating with clients and technical teams.
• Ability to work under pressure and meet SLA and service requirements.
• Willingness to work on shifting schedules when required.

Responsibilities

• Monitor incoming IT incidents, service requests, and dispatch requirements.
• Review service tickets and identify the appropriate engineer or technical resource.
• Assign and dispatch field engineers based on location, availability, technical skills, and customer requirements.
• Coordinate engineer schedules, appointments, and onsite visits.
• Communicate with customers regarding engineer availability, schedules, and service updates.
• Track engineer arrival, job progress, and completion status.
• Follow up on open and pending tickets to ensure timely resolution.
• Monitor SLA deadlines and escalated potential delays or service issues.
• Coordinate with field engineers, Service Desk teams, vendors, and other technical teams.
• Maintain accurate and updated ticket information and dispatch records.
• Ensure engineers provide complete job updates and service documentation.
• Handle changes, cancellations, rescheduling, and urgent dispatch requests.
• Escalate critical incidents and unresolved service issues to the appropriate team.
• Prepare or support daily and weekly service reports when required.
• Follow company procedures and IT service management processes.
• Identify opportunities to improve dispatch and service coordination processes.

Skills

IT Service Desk

Dispatch Coordination

Technical Support

Ticket Management

SLA Monitoring

Engineer Scheduling

Customer Service

Field Service Coordination

Incident Management

Escalation Management

IT Operations

Education

Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field

Tools

ServiceNow

Jira

Zendesk

Freshservice

Zoho

Job description

Employment Type: Full-time Department: Service Desk / IT Operations Work Arrangement: Onsite

Job Description

We are looking for a Service Desk Dispatch Coordinator to join our IT Operations team. The role is responsible for coordinating IT support requests, assigning and dispatching technical engineers, monitoring service tickets, and ensuring that customer requests are handled efficiently and within agreed service levels.

You will work closely with customers, Service Desk teams, field engineers, vendors, and internal stakeholders to coordinate onsite technical support and ensure smooth service delivery.

Key Responsibilities

Monitor incoming IT incidents, service requests, and dispatch requirements.

Review service tickets and identify the appropriate engineer or technical resource.

Assign and dispatch field engineers based on location, availability, technical skills, and customer requirements.

Coordinate engineer schedules, appointments, and onsite visits.

Communicate with customers regarding engineer availability, schedules, and service updates.

Track engineer arrival, job progress, and completion status.

Follow up on open and pending tickets to ensure timely resolution.

Monitor SLA deadlines and escalated potential delays or service issues.

Coordinate with field engineers, Service Desk teams, vendors, and other technical teams.

Maintain accurate and updated ticket information and dispatch records.

Ensure engineers provide complete job updates and service documentation.

Handle changes, cancellations, rescheduling, and urgent dispatch requests.

Escalate critical incidents and unresolved service issues to the appropriate team.

Prepare or support daily and weekly service reports when required.

Follow company procedures and IT service management processes.

Identify opportunities to improve dispatch and service coordination processes.

Qualifications

Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field is preferred.

At least 1 year of experience in Service Desk, IT Support, Technical Support, Dispatch, Field Service Coordination, or a similar role.

Basic understanding of IT hardware, software, networking, and technical support.

Experience using ticketing, service management, or CRM systems is an advantage.

Good written and verbal English communication skills.

Strong organizational and coordination skills.

Ability to manage multiple tasks and priorities simultaneously.

Strong attention to detail and follow-up skills.

Customer-focused and professional when communicating with clients and technical teams.

Ability to work under pressure and meet SLA and service requirements.

Willingness to work on shifting schedules when required.

Preferred Skills

Experience coordinating onsite IT engineers or field technicians.

Knowledge of Service Desk / ITSM processes.

Familiarity with SLA, incident management, service requests, and escalation procedures.

Experience with tools such as ServiceNow, Jira, Zendesk, Freshservice, Zoho, or similar platforms.

Basic knowledge of Microsoft Windows, Microsoft 365, Active Directory, hardware, and networking.

Experience working with international customers or global IT operations is an advantage.

Key Skills

IT Service Desk | Dispatch Coordination | Technical Support | Ticket Management | SLA Monitoring | Engineer Scheduling | Customer Service | Field Service Coordination | Incident Management | Escalation Management | IT Operations

Why Join Us?

Work with an international IT services organization.

Gain exposure to global customers and technical operations.

Develop your career in Service Desk, IT Operations, and Field Service Management.

Work with technical teams and engineers across different locations.

Opportunity for professional growth and skills development.

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