Dispatch Executive

Job Responsibilities

·      Receive and register IT/service complaints and requests, collect mandatory information, and create accurate tickets.

·      Identify service requirements and assign/coordinate engineers as per defined processes.

·      Provide basic ticket updates, ETA, and status communication to customers/users.

·      Monitor ticket queues, SLA alerts, pending tickets, and identify potential SLA breaches.

·      Follow up with engineers/branches for timely resolution and service updates.

·      Schedule preventive maintenance/service calls and collect service reports and completion details.

·      Maintain accurate ticket records and close tickets after receiving all mandatory information.

·      Maintain daily trackers, queue status, engineer availability, and service data.

·      Coordinate routine service-related information and handle/record escalations.

·      Capture impact, urgency, affected service, contract, warranty, asset, and customer information as required.

·      Identify repeat complaints and link related tickets.

·      Use approved scripts, templates, troubleshooting guides, and knowledge articles for routine support.

Share CSAT/feedback requests and support continuous improvement in customer service.