Especialista en Dispatch – Field Services IT

Responsibilities: The Dispatch Specialist is responsible for the strategic coordination and allocation of maintenance tickets to on-site technical support personnel, ensuring optimal resource utilization and strict adherence to Service Level Agreements (SLAs). This role is crucial for maintaining operational continuity, delivering excellent customer outcomes, and ensuring full compliance with ITSM and ITIL frameworks.

Key responsibilities include:

• Accurately assigning maintenance tickets to on-site technical support staff, considering location, availability, technical skills, and service priority levels.
• Ensuring strict adherence to SLA requirements and escalation protocols.
• Coordinating directly with on-site team leads to optimize resource allocation and operational efficiency.
• Monitoring ticket turnaround times and ensuring accountability for all assigned cases.
• Upholding ITSM and ITIL process standards in all dispatch operations.
• Managing complex scheduling situations to maximize technician utilization and customer satisfaction.

Required Profile:

Experience: Minimum of 3 years in IT Operations, Technical Dispatch, or Field Service Coordination.

Technical Knowledge: ITSM, ITIL v4, Ticketing Management Platforms, Technical Support Fundamentals.

Skills: Organized, ability to make decisions under pressure, effective communication, results-oriented.

Languages: English (Intermediate/Advanced), other languages are a plus.

Desired Certifications: ITIL Foundation, ServiceNow Fundamentals, or other related certifications.

What we offer

• Continuous learning and certification programs.
• Access to training and professional development platforms.
• Culture of innovation and collaboration.
• Physical and emotional well-being programs.
• Opportunities for growth in international projects.
• Base salary.
• Benefits above the legal requirements.
• Life insurance.
• 100% payroll scheme.

Inetum is an agile digital services consulting group. In the post-digital transformation era, our purpose is to empower each of our 27,000+ employees to continuously evolve, positively living their digital flow.

Present in 26 countries, we promote flexible career paths, local innovation, and a healthy work-life balance. Inetum has also been recognized as a Top Employer, a certification that attests to our commitment to well-being, professional development, and talent management excellence.

Commitment to Equality

At Inetum, we foster an inclusive and equitable work environment. All candidates will be considered regardless of their gender identity, sexual orientation, age, ethnic origin, disability, or other condition. Hiring decisions are based solely on skills, competencies, and values that align with our organizational culture.

Note on Transparency:

In our selection process, we use Artificial Intelligence tools for candidate pre-screening. These tools are used exclusively to support analysis and do not make hiring decisions, which are always reviewed by our recruitment team.

If you believe your application was not properly considered, you can contact us at: recruiter contact