Service Desk Dispatcher & Scheduler (MSP)

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

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.