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.