WE ARE HIRING A SERVICE DESK DISPATCH COORDINATOR

Excis is a global IT support organization driven by innovation, collaboration, and a commitment to delivering exceptional service worldwide.
With operations across 190+ countries, a network of 6,000+ engineers, and partnerships with 200+ enterprise clients, we provide a dynamic and supportive setting where employees can grow, contribute, and make an impact.
At Excis, we believe in a people-first culture where individual achievements fuel team success. Join our international team and be part of a collaborative workplace where your coordination, communication, and organizational skills are valued.

Key Responsibilities:
• Act as the main point of contact between external customers, partners, internal engineers, and the service desk team.
• Coordinate daily communications regarding incidents, service requests, and hands-and-eyes support activities.
• Manage dispatch site tickets and ensure compliance with agreed Service Level Agreements (SLAs).
• Coordinate purchase order requests, ASO support, and other service requirements.




• Arrange backfill engineer coverage when primary engineers are on leave.
• Monitor and follow up on technical and operational issues to ensure timely resolution.
• Keep stakeholders informed of ticket progress, service updates, and incident resolutions.
• Monitor ServiceNow tickets to ensure proper ticket management and SLA compliance.
• Assign, track, and follow up on support tickets to ensure timely closure.
• Monitor ticket backlogs and contribute to improved service performance.
• Prepare and analyze service performance reports to identify trends and areas for improvement.
• Maintain accurate documentation of communications, incidents, and resolutions.
• Contribute to knowledge base articles, FAQs, and internal training materials.
• Support internal audits and service delivery reviews.

Key Requirements:
• Experience in service desk coordination, IT support, dispatch operations, or servic

📌 Dispatch Coordinator (Mumbai)
🏢 Excis Compliance
📍 Mumbai