Service Desk Dispatcher

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

• Monitor incoming requests via phone, email, ticketing system, and chat; log and categorize incidents and service requests.
• Triage and prioritize tickets based on impact and urgency; assign to appropriate technicians or teams.
• Dispatch on-site and remote technicians, track job progress, and ensure SLAs are met.
• Maintain accurate ticket records, update statuses, and communicate estimated timelines to users.
• Coordinate escalations to 2nd/3rd line support and specialist teams; follow up until resolution.
• Manage daily technician schedules, job assignments, and workload balancing.
• Maintain and update incident and call logs, shift handover notes, and on-call rosters.
• Provide basic remote troubleshooting (password resets, account unlocks, printer queue clears) when applicable.
• Communicate planned outages, maintenance windows, and service interruptions to affected users.
• Support asset booking, spare parts requests, and coordination for on-site visits.
• Produce daily/weekly reports on ticket volumes, SLA compliance, and resource utilization.
• Contribute to improving dispatch processes, runbooks, and knowledge base articles.

Qualifications

• Diploma or degree in IT, Business Administration, or related field; or relevant experience.
• 0–3 years experience in IT service desk, dispatch, call center, or logistics coordination.
• Familiarity with ITSM/ticketing tools (ServiceNow, Jira Service Desk, Zendesk, or similar).
• Basic IT knowledge: user account management, workstation support, printers, and common business applications.
• Strong organisational and multitasking skills; ability to prioritise under pressure.
• Excellent communication and customer-service skills in English; Arabic is a plus.
• Comfortable using phone systems, chat platforms, and email; punctual and reliable.
• Ability to work shifts, including evenings or on-call rotations as required.

Preferred (not required)

• ITIL Foundation certification or customer service training.
• Experience coordinating field technicians or managing schedules.
• Familiarity with basic remote support tools (TeamViewer, AnyDesk, Microsoft Remote Desktop).

What we offer

• Competitive Oman-market salary and benefits.
• Training and opportunities to progress to Service Desk Team Lead or IT Operations roles.
• Supportive team environment and modern tools.

Job Type: Full-time

Pay: RO19.200 - RO30.150 per hour

Expected hours: 40 per week

Work Location: In person