Workforce Dispatcher (Service Desk)

SITA • Cairo, GA

63d • Remote

About The Position

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry. You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don't just move the world forward - we're proud to be recognized as a Great Place to Work by our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow. Are you ready to love your job? The adventure begins right here, with you, at SITA. As a Field Engineer, you will play a key role in supporting SITA's competitive edge and business growth by delivering high-quality technical field services support for our customers at airports and on-site locations. You will be responsible for executing all scheduling all field services dispatch and management activities in line with SITA's standards and procedures, ensuring exceptional customer satisfaction through top-tier maintenance and on-site support. Additionally, you will coordinate field engineer assignments, ensuring the right resources are deployed to the right tasks at the right time.

Requirements

• Bachelor's degree in Computer Science, Electronic Engineering, or an equivalent recognized IT qualification.
• Minimum 2 years' experience in onsite IT support, including incident support for items such as PCs, printers, and LAN/WAN equipment.
• Proven ability to deliver IT services to external customers in line with Service Level Agreements (SLAs).
• Proficiency in Field Service Management and Customer Relationship Management (CRM) tools.
• Strong data analysis skills to support technical decisions and reporting.
• Demonstrated strengths in time management, problem-solving, communication, and collaboration.
• Working knowledge of compliance, risk management, conflict resolution, and stakeholder engagement in IT service environments.

Nice To Haves

• Experience in the Airport or Airline industry.

Responsibilities

• Allocate field resources, such as vehicles, tools, and equipment, ensuring that engineers are properly equipped for their assignments.
• Manage and optimize daily schedules for field engineers to ensure efficient resource utilization and timely job completion.
• Track the location and status of field engineers in real time to ensure job progress and address any delays or issues.
• Use dispatch software to optimize routes, minimizing travel time and fuel costs while improving service efficiency.
• Act as the central communication point between customers, field engineers, and internal teams, providing clear and timely updates, including service schedules.
• Prioritize service requests based on urgency, customer impact, and engineers' availability, ensuring that high-priority jobs are handled promptly.
• Handle unexpected issues, such as delays, customer cancellations, or equipment shortages, by making real-time adjustments to the schedule.
• Ensure that all service activities are accurately documented in the field service management system for tracking and reporting purposes.
• Monitor performance metrics, such as response time, job completion rate, and first-time fix rate, to ensure service quality.
• Strictly adhere to standard protocols and applicable rules and regulations.
• Provide administrative support to engineers by ensuring they have accurate schedules, job details, and required materials.
• Maintain accurate records of job assignments, schedule changes, and service outcomes for reporting and analysis purposes.

Benefits

• Flex Week: Work from home up to 2 days/week (depending on your team's needs)
• Flex Day: Make your workday suit your life and plans.
• Flex Location: Take up to 30 days a year to work from any location in the world.
• Employee Wellbeing: We've got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year.
• Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!
• Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

What This Job Offers

• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees