Service Desk Analyst

Website: hirenza.in
Job details:
About The Company

Advait Techserve is a leading provider of innovative technology solutions and comprehensive field service management. With a commitment to excellence and customer satisfaction, we specialize in delivering reliable and efficient services across various industries including telecommunications, IT infrastructure, and maintenance operations. Our team of dedicated professionals leverages cutting-edge technology and industry best practices to ensure seamless service delivery, operational efficiency, and client success. At Advait Techserve, we believe in fostering a collaborative work environment that encourages growth, innovation, and continuous learning to meet the evolving needs of our clients and employees.

About The Role

The Dispatch Coordinator at Advait Techserve plays a pivotal role in managing daily field service operations. This position involves scheduling and dispatching technicians, coordinating service requests, and ensuring all work orders are executed within established Service Level Agreements (SLAs). Acting as the central point of contact, the Dispatch Coordinator facilitates effective communication between customers, field technicians, and internal support teams to deliver timely and high-quality service. The ideal candidate will possess strong organizational skills, excellent communication abilities, and a proactive approach to problem-solving to optimize field operations and enhance customer satisfaction.

Qualifications

The ideal candidate should have a minimum of two years of experience in dispatch coordination, service scheduling, or operations support. A strong background in customer service and effective communication skills are essential. Candidates must demonstrate excellent organizational and multitasking abilities, with the capacity to manage multiple service requests simultaneously in a fast-paced environment. Familiarity with service management platforms such as Oracle Dispatch, ServiceNow, Fusion, or similar tools is required. Proficiency in Microsoft Office applications, including Excel, Outlook, and Word, is also necessary.

Preferred qualifications include experience working with field technicians or service engineers, particularly in telecom, technology services, maintenance operations, or infrastructure support. An understanding of SLA-driven service environments and the ability to adapt to dynamic operational demands will be advantageous.

Responsibilities

The primary responsibilities of the Dispatch Coordinator include:

• Assigning and dispatching technicians based on skillset, location, availability, and service priority to ensure efficient coverage and timely responses.
• Optimizing technician routes and schedules to maximize productivity and reduce operational costs.
• Monitoring field technician activities throughout the day, adjusting schedules as necessary to accommodate urgent requests or unforeseen circumstances.
• Managing service tickets from creation through resolution, ensuring accurate updates, documentation, and timely closure of work orders.
• Ensuring all service requests adhere to SLAs, proactively addressing potential delays or issues to maintain service standards.
• Serving as the primary point of contact for customer inquiries, providing status updates, technician ETAs, and resolution timelines to ensure high customer satisfaction.
• Maintaining constant communication with field technicians via phone, email, and internal communication tools to support operational needs and resolve challenges promptly.
• Coordinating parts and logistics, including ordering, tracking deliveries, and scheduling follow-up visits once materials are received.
• Utilizing service management systems such as Oracle Dispatch, Fusion, or similar platforms to maintain accurate schedules, service logs, and work order documentation.
• Collaborating with internal teams to streamline operations, improve dispatch processes, and implement best practices for service delivery.
  
  

Benefits

Advait Techserve offers a competitive benefits package designed to support the well-being and professional growth of our employees. Benefits include comprehensive health insurance plans, paid time off, and opportunities for career advancement within a dynamic and innovative environment. We also provide ongoing training and development programs to enhance your skills and knowledge in the field of service operations. Our workplace culture emphasizes teamwork, integrity, and a commitment to excellence, fostering a supportive atmosphere where employees can thrive and contribute meaningfully to the company's success.

Equal Opportunity

Advait Techserve is an equal opportunity employer. We are committed to creating an inclusive environment where all employees and applicants are treated with respect and fairness. We do not discriminate based on race, ethnicity, gender, age, religion, sexual orientation, disability, or any other protected status. We believe diversity enriches our workplace and drives innovation, and we encourage individuals from all backgrounds to apply and join our team.

Click on Apply to know more.