Dispatcher

• PC hardware and common software - installation, maintenance and best practices, troubleshooting of Windows and Mac Operating Systems, MS Office suites etc.
• Overall knowledge of desktop productivity products.

• Results orientated: focuses on the delivery of targets, quality and deadlines.
• Highly customer focused.
• Strong analytical abilities, reporting, planning and organizing skills, problem solver, methodical, customer awareness, flexibility.
• Proactive Problem solving: (compares and relates data from different sources and identify key issues and trends with a view to resolving customer problems; questions in a persevering manner to discover underlying issues until the failure or problem is clear; is direct and assertive).
• Ability to triage quickly, balance competing priorities, and make time-critical decisions.
• Clear written and verbal updates; calm, structured communication at all times.

• Review incoming tickets (Incidents, Service Requests, IMACD) from the ITSM tool.
• Validate categorization, impact/urgency, and priority (P1-P4) and ensure required details (assets, location, contact, access, change windows) are present.
• Flag incomplete tickets for clarification and fast-track high-priority incidents.
• Scheduling On-Demand Field Technicians for interventions at client locations across multiple regions (including globally)
• Coordinate bridge calls for major incidents, ensuring the right technical and business stakeholders join promptly.
• Provide timely updates to customers per SLA cadence; set expectations on ETAs and next steps.
• Maintain clear, concise ticket notes and handoffs to other shifts/regions (follow-the-sun).
• Handle reschedules and access constraints professionally to minimize business impact.
• Maintain accurate logs for all dispatch decisions, scheduling changes, parts consumed, and travel time.
• Contribute to knowledge base (runbooks, SOPs, decision trees) for recurring dispatch scenarios.
• Agreeing to work non-standard business hours

Stefanini is a Brazilian company with over 30 years of experience in providing IT services globally, from externalizing IT infrastructure to developing software applications. The company is present directly in 41 countries, through its 77 offices worldwide, and has a portfolio of over 500 active clients. Stefanini's clients come from sectors such as financial services, production, telecommunications, chemical industry, services, technology, public sector, and benefit from a complete set of mature and professional services that cover the entire lifecycle of an application.

With over three decades of IT expertise, through innovation in technology, digital strategies, and delivery models, we are a unique compass for defining and delivering both end-users and Stefanini's business value. We help clients transform their digital vision into a reality of success.

We have been present on the Romanian market for over 16 years and since then, we have built a team of over 1,500 colleagues in our offices in Bucharest and Sibiu.

Stefanini's approach,