IT Support Specialist / Dispatcher

About the role

We are looking for an IT Support Specialist / Dispatcher to coordinate onsite field service operations in Basel. The role acts as the main liaison between customers, field engineers and internal IT teams, ensuring tickets are handled promptly and service delivery meets SLA targets.

Key responsibilities

• Monitor, prioritize, assign and track ServiceNow tickets according to 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 status updates and excellent customer service.
• Schedule onsite appointments for device deployments, asset refreshes and meeting‑room support.
• Escalate critical incidents to 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 profile

• 2–5 years of experience in IT Support, Desktop Support, Field Services, Service Desk or Dispatch Coordination.
• Hands‑on experience with 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.

Required skills

• ServiceNow
• Microsoft Excel

What we offer

• Fixed‑term contract of 6–12 months with possible extension based on performance.
• Annual salary between CHF 55,000 and CHF 60,000.
• 100% onsite work in Basel, Switzerland.