Service Desk Incident Coordinator
Location
dubai, dubai
Job Type
Full-time
Category
Other-General
Posted
June 09, 2026
Responsibilities
- Monitor incoming incidents, alerts, and service requests to triage, categorize, and prioritize cases based on business impact and SLA risk
- Identify and immediately escalate customer-impacting issues, service outages, or cases requiring urgent leadership visibility
- Assign and dispatch incidents to the appropriate Command|POD, Managed Services Engineer, or supporting team to maintain operational efficiency
- Oversee open cases to ensure momentum toward resolution, proactively addressing aging tickets and documentation gaps
- Coordinate internal communication during high-priority incidents, supporting bridge calls and tracking action items
- Enforce case management standards, dispatch discipline, and queue hygiene across service desk workflows
- Partner cross-functionally with NOC, Engineering, and Customer Success to ensure clear ownership and timely resolution of technical issues