Key Responsibilities Act as the central point of contact for all IT service requests and incidents during on-call hours Coordinate with field engineers to dispatch them to client or site locations as needed Prioritize and assign tickets based on urgency location and engineer availability Monitor the status of open incidents and ensure timely resolution or escalation Communicate clearly with both internal teams and clients regarding ongoing support activities and timelines Maintain accurate records of incidents field dispatches and resolutions in the ITSM or ticketing system Provide handover documentation and summaries to the day team for follow-up Ensure field engineers have access to all required documentation access credentials and tools to perform their tasks Assist with after-hours troubleshooting remotely if technical expertise is available Qualifications Associate or Bachelor s degree in Information Technology Computer Science or related field or equivalent work experience 1 years of experience in IT support service coordination or field services dispatching Familiarity with ticketing and dispatch systems e g ServiceNow Freshdesk Zendesk Salesforce FSM Strong understanding of IT service workflows and escalation processes Excellent verbal and written communication skills Ability to multitask and manage priorities under pressure Comfortable working independently during after-hours shifts Location Airoli Navi Mumbai Job Types Full-time Permanent Pay 18 000 00 - 30 000 00 per month Advantages Health insurance Provident Fund Experience IT support 1 year Required Work Location In person