IT Dispatch Coordinator L1 PH

WE’RE HIRING FOR AN IT Dispatch Coordinator L1 PHILIPPINES!

Excis is a global IT support leader, driven by innovation and collaboration. We’re looking for a dedicated IT Dispatch Coordinator L1 to manage high-volume helpdesk requests, ensure SLA compliance, and drive efficient ticket resolution in our Philippines operations. The ideal candidate excels at quickly responding, opening/ownership of tickets/requests, daily monitoring/updating, and effectively resolving requests received through the helpdesk. Join us for a rewarding career in a supportive, family-like environment where you’ll look forward to coming to work every day!

• Client in 190+ countries
• 6000+ Engineers
• 200+ Enterprise Clients
  
  

Start your journey with Excis and grow with us!

What You’ll Do

• Quickly responding, opening/ownership of tickets/requests, daily monitoring/updating and effectively resolving requests received through the helpdesk via phone, ticketing system, email, or chat; categorize and prioritize based on urgency and impact.
• Managing requests delivery - first in first out based on priority and ensuring client’s SLAs are continuously met/exceeded; updating the status of the requests through the ticketing software/s; escalate as needed with full documentation.
• Work with in-house/third-party vendors to perform required tasks within agreed costs and timelines; secure completed/filled Site Visit Reports (Pre and Post).
• Assisting SDMs, Project Coordinator, and Team Lead to achieve customer satisfaction; take ownership until full resolution in a project-based environment requiring flexibility and teamwork.
• Performs other duties as assigned; monitor trends, maintain logs, and contribute to process improvements following ITIL practices.
  
  

What You Need

• Required Experience: Proven experience in IT, SD, Technical Support; intermediate knowledge and understanding of IT SLAs and/or metrics.
• Core Technical Skills: Familiarity with ticketing systems (ServiceNow preferred); basic troubleshooting for common requests like password resets and status checks.
• Communication & Management: Above average communications skills (both written and verbal); ability to work effectively under pressure with multitasking.
• Preferred Ticketing & Processes: Experience in helpdesk coordination or dispatch; familiarity with ITIL foundations.
• Advanced Nice-to-Have: Exposure to vendor management, site visits, or global shift operations; Amenability to work on shifting schedules, including possibly working on weekends and PH holidays as the company operates 24/7, and onsite.
  
  

Why Join Us

At Excis, your coordination skills directly power efficient IT operations as part of a dynamic, hands-on Philippines team enhancing customer satisfaction and SLA performance. Enjoy a supportive environment with professional growth, continuous training, and collaboration on enterprise tools like ServiceNow. Work with modern systems, contribute to a global leader serving 190+ countries, and thrive in a 24/7 operation with onsite opportunities. Amenability to shifting schedules and onsite work welcomed. Ready to excel in dispatch coordination? Apply now to join Excis in the Philippines and drive IT support excellence!

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