Abrar Admin

Spiral Dunes Telecommunication

About the role Coordinate and prioritize incoming IT support requests, dispatch technicians, and ensure timely resolution while maintaining clear communication with users and technical teams.Key responsibilities<ul><li>Monitor incoming requests via phone, email, ticketing system, and chat; log and categorize incidents and service requests.</li><li>Triage and prioritize tickets based on impact and urgency; assign to appropriate technicians or teams.</li><li>Dispatch on-site and remote technicians, track job progress, and ensure SLAs are met.</li><li>Maintain accurate ticket records, update statuses, and communicate estimated timelines to users.</li><li>Coordinate escalations to 2nd/3rd line support and specialist teams; follow up until resolution.</li><li>Manage daily technician schedules, job assignments, and workload balancing.</li><li>Maintain and update incident and call logs, shift handover notes, and on-call rosters.</li><li>Provide basic remote troubleshooting (password resets, account unlocks, printer queue clears) when applicable.</li><li>Communicate planned outages, maintenance windows, and service interruptions to affected users.</li><li>Support asset booking, spare parts requests, and coordination for on-site visits.</li><li>Produce daily/weekly reports on ticket volumes, SLA compliance, and resource utilization.</li><li>Contribute to improving dispatch processes, runbooks, and knowledge base articles.</li></ul>Qualifications<ul><li>Diploma or degree in IT, Business Administration, or related field; or relevant experience.</li><li>0&ndash;3 years experience in IT service desk, dispatch, call center, or logistics coordination.</li><li>Familiarity with ITSM/ticketing tools (ServiceNow, Jira Service Desk, Zendesk, or similar).</li><li>Basic IT knowledge: user account management, workstation support, printers, and common business applications.</li><li>Strong organisational and multitasking skills; ability to prioritise under pressure.</li><li>Excellent communication and customer-service skills in English; Arabic is a plus.</li><li>Comfortable using phone systems, chat platforms, and email; punctual and reliable.</li><li>Ability to work shifts, including evenings or on-call rotations as required.</li></ul>Preferred (not required)<ul><li>ITIL Foundation certification or customer service training.</li><li>Experience coordinating field technicians or managing schedules.</li><li>Familiarity with basic remote support tools (TeamViewer, AnyDesk, Microsoft Remote Desktop).</li></ul>What we offer<ul><li>Competitive Oman-market salary and benefits.</li><li>Training and opportunities to progress to Service Desk Team Lead or IT Operations roles.</li><li>Supportive team environment and modern tools.</li></ul>Job Type: Full-timePay: RO19.200 - RO30.150 per hourExpected hours: 40 per weekWork Location: In person

Service Desk Dispatcher

Join Spiral Dunes Telecommunication and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Spiral Dunes Telecommunication

About Company

Service Desk Dispatcher