Dispatch / Service Desk Coordinator
On-sitePasig City, Metro Manila, Philippines
Job Summary
Coordinate technical staff schedules and assignments while serving as the primary point of contact for clients regarding service scheduling and dispatch. Manage engineer calendars in ConnectWise, review incoming service requests from email, phone, and portal, and create or route tickets based on client needs. Prioritize and assign tickets according to company standards, balance workloads across resources, and ensure engineers have the necessary information and time to complete their work. Monitor ticket activity, address scheduling conflicts, and keep clients informed of status and maintenance activities. This role supports an MSP environment, requiring strong communication skills and experience with ticketing platforms to ensure efficient service delivery.
Required 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
Desired Qualifications
- Direct ConnectWise experience
- Experience supporting US-based MSP clients
- Exposure to quoting, procurement, and project scheduling
- Experience coordinating field engineers and on-call rotations
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