At South Star, we are committed to empowering businesses in the telecom sector by providing comprehensive support and management solutions for their IT infrastructure. Based in Navi Mumbai, we specialize in offering a wide range of services, including application environment support, IT infrastructure environment management, network monitoring, end-user support, and service design & monitoring. Our focus on the telecom sector allows us to deliver exceptional results that are tailored to our unique clients.
Dispatch Desk Coordinator – Job Description
Job Title: Dispatch Desk Coordinator
Department: Service Delivery / Client Experience
Reports To: Dispatch Desk Manager / Service Delivery Leadership
Hours: Aligned with Dispatch Desk operating hours
Position Summary
The Dispatch Desk Coordinator serves as the centralized point of coordination for all field dispatch activities, ensuring accurate scheduling, clear communication, and successful execution of on-site work. This role bridges Service Delivery, NCS, vendors, and customers to ensure dispatches are properly validated, scheduled, communicated, and closed out in alignment with defined processes and service expectations.
Key Responsibilities
- Review, validate, and process dispatch requests to ensure complete and accurate scope of work prior to scheduling.
- Coordinate and schedule field technicians for installs, surveys, go-lives, circuit activations, and related on-site work.
- Confirm technician availability and validate assigned resources prior to dispatch execution.
- Manage reschedules, exceptions, and updates while maintaining clear internal and external communication.
- Serve as the primary dispatch communication hub between internal teams, vendors, and customers.
- Own internal and external dispatch communications including confirmations, changes, and close-out notifications.
- Validate build orders, service orders, site access details, and contact information prior to dispatch.
- Maintain accurate updates in tracking systems, calendars, and dispatch dashboards.
- Verify completion of dispatched work including technician notes, photos, and task completion.
- Identify opportunities for process improvement, automation, and efficiency enhancements.
Preferred Qualifications
- Telecommunications, network services, or field services experience
- Familiarity with Service Delivery or NCS operational environments
- Experience with dashboards, metrics, or operational reporting tools
Key Competencies
- Attention to detail
- Clear and proactive communication
- Ownership and accountability
- Problem-solving and escalation judgment
- Customer-focused mindset