IT Support Specialist / Dispatcher

IT Support Specialist / Dispatcher

Location: Basel, Switzerland (100% Onsite)

Salary: CHF 78,000 per year with benefits OR CHF 80,000 as Independant Contractor

Contract: Long term – 6 months’ probation period

Role Summary

We are seeking an IT Support Specialist / Dispatch Coordinator to support onsite field service operations and dispatch activities. This role serves as the primary point of contact between customers, field engineers, and internal IT teams, ensuring timely ticket assignment, efficient coordination, and exceptional customer service.

The ideal candidate will have a Desktop Support Engineer or Field Support background with hands-on experience in onsite IT support, combined with strong communication, stakeholder management, and coordination skills.

Key Responsibilities

• Monitor, prioritize, assign, and track ServiceNow tickets based on urgency and SLA requirements.
• Coordinate dispatch activities between customers, onsite engineers, and internal support teams.
• Serve as the primary point of contact for users, providing excellent customer service and regular status updates.
• Schedule onsite appointments for IT support activities, including device deployments, asset refreshes, and meeting room support.
• Escalate critical incidents to the appropriate technical teams and ensure timely resolution.
• Maintain accurate ticket documentation, service logs, and reports.
• Collaborate with field engineers and stakeholders to ensure efficient service delivery.
• Identify opportunities to improve dispatch processes and operational efficiency.

Required Qualifications

• 2–5 years of experience in IT Support, Desktop Support, Field Services, Service Desk, or Dispatch Coordination.
• Hands-on experience using ServiceNow or a similar ITSM ticketing platform.
• Experience supporting onsite field service operations and coordinating technical resources.
• Strong customer service, communication, and stakeholder management skills.
• Good understanding of desktop hardware, software, and basic IT infrastructure.
• Ability to prioritize multiple requests while meeting SLA targets.
• Proficiency with Microsoft Excel for tracking and reporting.