Service Desk Coordinator

About the Role
This position is responsible for managing service tickets and coordinating technician dispatch to ensure timely and efficient service delivery. The role involves maintaining communication with various departments during incidents and ensuring compliance with service-level agreements (SLAs). The successful candidate will play a pivotal role in monitoring ticket progress, managing access permissions, and supporting service reporting through the ITSM system.

Responsibilities

• Receive assigned service tickets and coordinate technician dispatch.
• Track ticket acknowledgements and SLA timelines.
• Follow up on ageing and pending tickets.
• Maintain communication with TOC and affected departments during incidents.
• Support service reporting through the ITSM system.
• Coordinate access permissions and work permits for dispatched technicians.
• Ensure timely and efficient ticket handling and technician deployment.

Requirements

• Diploma in IT or related discipline.
• Minimum 4 years of experience in service desk or dispatch coordination.
• ITIL Foundation certification.
• Previous service-desk or technical dispatch experience.
• Strong communication and coordination skills.
• Good understanding of SLA-based service environments.
• Ability to work calmly in a high-volume 24x7 operation.
• Ability to meet airport security and operational compliance requirements.