IT Support & Dispatch Coordinator

Excis Compliance (Thailand) Company Limited; Quezon City; On-site; PHP 335,000 - 614,000; Full time

Job summary

Excis Compliance Ltd. in the Philippines is seeking a Service Desk / Dispatch Technical Coordinator to support day-to-day IT service operations by coordinating requests, managing tickets, and dispatching field engineers to customer locations.

The successful candidate will act as a key coordination point between customers, service desk teams, field engineers, vendors, and internal stakeholders, ensuring incidents and service requests are properly assigned, tracked, and followed through to

Qualifications

• Bachelor's degree or equivalent experience in Information Technology, Computer Science, Business Administration, or a related field.
• 1–3 years of experience in IT Service Desk, Technical Support, Dispatch Coordination, Field Service Coordination, or a similar role.
• Basic understanding of IT infrastructure, hardware, software, networking, and troubleshooting concepts.
• Experience working with ticketing or service management systems.
• Strong coordination and organizational skills.
• Good written and verbal English communication skills.
• Ability to communicate professionally with customers, engineers, vendors, and internal stakeholders.
• Strong attention to detail and ability to maintain accurate ticket records.
• Ability to manage multiple tickets and priorities simultaneously.
• Comfortable working in a fast-paced, service-oriented environment.
• Willingness to work flexible schedules or shifts when required by business operations.

Responsibilities

• Monitor and manage incoming IT service tickets and service requests.
• Review ticket details and determine the appropriate technical resource or engineer for assignment.
• Coordinate the dispatch of field engineers to customer locations.
• Schedule and confirm engineer appointments based on customer requirements and SLA commitments.
• Communicate with customers regarding technician schedules, service updates, and estimated arrival times.
• Coordinate with field engineers to confirm availability, travel status, arrival, and job completion.
• Monitor ticket progress and follow up on outstanding incidents and service requests.
• Ensure tickets contain accurate and complete information, including engineer updates, actions taken, and resolution details.
• Escalate delayed, high-priority, or SLA-sensitive tickets to the appropriate team or management.
• Coordinate with vendors, third-party providers, and internal technical teams when required.
• Maintain accurate records of dispatch activities, ticket status, engineer assignments, and customer communications.
• Identify potential scheduling conflicts and proactively coordinate alternative resources.
• Support service reporting and operational tracking as required.
• Follow established IT service management processes and operational procedures.
• Assist with continuous improvement of dispatch and service desk workflows.

Skills

IT Service Desk

Dispatch Coordination

Ticket Management

Customer Communication

Multitasking

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Jira

Zendesk

Zoho

Freshservice

Job description

Service Desk / Dispatch Technical Coordinator

Company: Excis Compliance Ltd.
Employment Type: Full-time
Work Arrangement: Onsite
Department: Service Desk / Technical Operations

About the Role

We are looking for a Service Desk / Dispatch Technical Coordinator to support day-to-day IT service operations by coordinating technical support requests, managing tickets, and dispatching field engineers to customer locations.

The successful candidate will act as a key coordination point between customers, service desk teams, field engineers, vendors, and internal stakeholders, ensuring incidents and service requests are properly assigned, tracked, and followed through to resolution.

This role is ideal for someone with experience in IT service desk, technical support coordination, dispatch operations, or IT field services who is organized, customer-focused, and comfortable managing multiple priorities in a fast-paced environment.

Key Responsibilities

Monitor and manage incoming IT service tickets and service requests.

Review ticket details and determine the appropriate technical resource or engineer for assignment.

Coordinate the dispatch of field engineers to customer locations.

Schedule and confirm engineer appointments based on customer requirements and SLA commitments.

Communicate with customers regarding technician schedules, service updates, and estimated arrival times.

Coordinate with field engineers to confirm availability, travel status, arrival, and job completion.

Monitor ticket progress and follow up on outstanding incidents and service requests.

Ensure tickets contain accurate and complete information, including engineer updates, actions taken, and resolution details.

Escalate delayed, high-priority, or SLA-sensitive tickets to the appropriate team or management.

Coordinate with vendors, third-party providers, and internal technical teams when required.

Maintain accurate records of dispatch activities, ticket status, engineer assignments, and customer communications.

Identify potential scheduling conflicts and proactively coordinate alternative resources.

Support service reporting and operational tracking as required.

Follow established IT service management processes and operational procedures.

Assist with continuous improvement of dispatch and service desk workflows.

Required Qualifications & Experience

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

1–3 years of experience in IT Service Desk, Technical Support, Dispatch Coordination, Field Service Coordination, or a similar role.

Basic understanding of IT infrastructure, hardware, software, networking, and troubleshooting concepts.

Experience working with ticketing or service management systems.

Strong coordination and organizational skills.

Good written and verbal English communication skills.

Ability to communicate professionally with customers, engineers, vendors, and internal stakeholders.

Strong attention to detail and ability to maintain accurate ticket records.

Ability to manage multiple tickets and priorities simultaneously.

Comfortable working in a fast-paced, service-oriented environment.

Willingness to work flexible schedules or shifts when required by business operations.

Preferred Skills

Experience with IT Service Management / ITIL processes.

Familiarity with SLA, incident, service request, escalation, and ticket management.

Experience coordinating field engineers or onsite IT technicians.

Knowledge of remote support and field service operations.

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

Basic knowledge of Microsoft Windows, Microsoft 365, Active Directory, networking, and common desktop support issues.

Strong problem-solving and multitasking abilities.

Service-oriented mindset

Technical coordination

Ticket and SLA management

Dispatch and scheduling

Customer communication

Problem solving

Time management

Stakeholder coordination

What We Offer

Opportunity to work in a global IT services environment.

Exposure to international customers and technical teams.

Professional development and opportunities to build a career in IT service operations.

Collaborative and multicultural working environment.

Opportunity to develop experience in service desk, field service, dispatch, and IT operations.