Service Coordinator / Dispatcher

The Role

We are looking for a highly organized and customer-focused Service Coordinator / Dispatcher to join a professional IT services team. In this role, you will coordinate service requests, schedule technical resources, and serve as the primary communication link between clients and the support team. This is an excellent opportunity for someone who thrives in a fast-paced environment and enjoys keeping operations running smoothly.

Duties / Task to perform

• Answer and direct incoming phone calls in a professional and courteous manner.
• Coordinate and schedule IT service requests and appointments for multiple technical team members.
• Process incoming service requests received via email, phone, manual entry, or client submissions.
• Schedule internal and field technicians using the organization's ticketing platform.
• Serve as the primary point of contact for clients, providing timely updates on service requests and incident progress.
• Monitor technician schedules to ensure prompt time entry and efficient resource utilization.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Track service request progress and report resource utilization and completion metrics to management.
• Assist with basic billing and software licensing reconciliation tasks.
• Maintain office supply inventory and coordinate ordering when needed.
• Contribute to improving client satisfaction, operational efficiency, and overall service delivery.

Requirements

• Excellent verbal and written communication skills.

• Strong attention to detail and organizational abilities.
• Basic computer and operating system knowledge.
• Strong customer service and interpersonal skills, including active listening and professional telephone etiquette.
• Understanding of IT service environments and the ability to coordinate multiple support resources.
• Ability to manage schedules and prioritize multiple tasks simultaneously.
• Fast and accurate typing skills for service request documentation.
• Self-motivated with the ability to perform effectively in a fast-paced environment.
• Critical thinking and effective problem-solving skills.
• Proactive mindset with a strong focus on delivering a positive customer experience.
• Ability to collaborate effectively with both clients and internal teams.
• Previous experience working in an IT help desk, Managed Service Provider (MSP), or service dispatch environment.
• Familiarity with ticketing systems or service management platforms.
• Experience supporting scheduling, resource coordination, or administrative operations.