Position Summary:
The Service Desk Coordinator / Dispatcher is responsible for managing incoming service requests, dispatching both internal and field resources, and ensuring clear communication with customers. This role is focused on coordination and scheduling, not technical troubleshooting.
Job Details:
- Work Setup: Onsite (with the possibility of transitioning to a hybrid model in the future.)
- Schedule: Monday to Friday, 8:00 a.m. to 5:00 p.m. Pacific Standard Time
- Monday to Friday, 12:00 a.m. to 9:00 a.m. PHT
o Note: Future shifts may adjust to Eastern Standard Time as needed.
- Holidays Followed: Company Select US Holidays
Responsibilities:
• Act as the single point of contact for all customer service requests
• Receive and pre-process service requests through email, manual entry, or direct customer input
• Dispatch and schedule internal and field resources for service requests
• Monitor resource schedules to ensure timely processing and accurate time entries
• Keep customers informed on the status and progress of their service requests
• Generate regular reports and metrics on service request status and resource utilization
• Escalate any service requests that cannot be scheduled within the agreed service levels
• Record time and expenses accurately as they occur
• Participate in training sessions to understand processes and support tools
• Enter all completed work as service tickets
Qualifications:
• 2–3 years of experience in IT support, customer service, or a coordination role
• Excellent written and verbal communication skills
• Basic computer skills with proficiency in Microsoft Office, Teams, and SharePoint
• Ability to type at least 50 words per minute for accurate data entry
• Background in Business Administration or a related field is preferred
• Strong interpersonal skills, including active listening and customer care
• Ability to multitask, adapt quickly to changes, and work effectively in a fast-paced environment
• Self-motivated, detail-oriented, and reliable