A Dispatcher acts as the central coordination hub for service requests, incidents, and field/on-site interventions. They ensure the right technician is assigned to the right task at the right time, balancing skills, priority, SLAs, and customer impact. The dispatcher orchestrates communications between the Service Desk, field engineers, NOC/L2-L3 teams, and customers to keep operations running smoothly and within agreed service levels.
Responsibilities brief:

• Review incoming tickets (Incidents, Service Requests, IMACD) from the ITSM tool.
• Validate categorization, impact/urgency, and priority (P1-P4) and ensure required details (assets, location, contact, access, change windows) are present.
• Flag incomplete tickets for clarification and fast-track high-priority incidents.
• Scheduling On-Demand Field Technicians for interventions at client locations across multiple regions (including globally)
• Coordinate bridge calls for major incidents, ensuring the right technical and business stakeholders join promptly.
• Provide timely updates to customers per SLA cadence; set expectations on ETAs and next steps.
• Maintain clear, concise ticket notes and handoffs to other shifts/regions (follow-the-sun).
• Handle reschedules and access constraints professionally to minimize business impact.
• Maintain accurate logs for all dispatch decisions, scheduling changes, parts consumed, and travel time.
• Contribute to knowledge base (runbooks, SOPs, decision trees) for recurring dispatch scenarios.
• Agreeing to work non-standard business hours