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 environment 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 service delivery is preferred.
- Familiarity with IT service management processes, incident management, and ticket lifecycle management.
- Knowledge of ServiceNow or similar IT Service Management (ITSM) tools is an advantage.
- Understanding of Service Level Agreements (SLAs), ticket prioritization, escalation procedures, and backlog management.
- Robust organizational, coordination, and multitasking skills.
- Excellent verbal and written communication skills.
- Strong attention to detail and accuracy in reporting and documentation.
- Ability to coordinate effectively with customers, engineers, partners, and internal teams.
- Strong problem-solving skills and the ability to follow up on issues until resolution.
- Ability to work independently and collaboratively in a fast-paced environment.

Why Join Us: At Excis, your work matters. You’ll be part of a dynamic, hands-on team where your coordination and communication skills help ensure smooth service delivery and excellent customer satisfaction. We offer a supportive environment that encourages professional growth, continuous learning, and collaboration across global teams. Enjoy competitive compensation and the opportunity to contribute to a global IT leader that values innovation and excellence.

📌 Dispatch Coordinator (Mumbai)
🏢 Excis Compliance
📍 Mumbai