Service Desk Coordinator

Responsibilities

• Receive assigned service tickets and coordinate technician dispatch.
  
• Track ticket acknowledgements and SLA timelines.
  
• Follow up on ageing and pending tickets.
  
• Maintain communication with TOC and affected departments during incidents.
  
• Support service reporting through the ITSM system.
  
• Coordinate access permissions and work permits for dispatched technicians.
  
• Ensure timely and efficient ticket handling and technician deployment.
  

Requirements

Requirements

• Diploma in IT or related discipline.
  
• Minimum 4 years of experience in service desk or dispatch coordination.
  
• ITIL Foundation certification.
  
• Previous service-desk or technical dispatch experience.
  
• Strong communication and coordination skills.
  
• Good understanding of SLA-based service environments.
  
• Ability to work calmly in a high-volume 24x7 operation.
  
• Ability to meet airport security and operational compliance requirements.