Support Desk - Dispatcher
Department: Operations / Facility Management
Reports To: Site Facility Manager / Operations Manager
Location: GM Arlington
Position Summary
The Support Desk Dispatcher is responsible for receiving, documenting, prioritizing, assigning, and following up on facility service requests. This position acts as the central communication point between building occupants, facility management, technicians, cleaning teams, maintenance personnel, vendors, and site leadership.
The Dispatcher ensures that work orders are properly entered into the facility management system, assigned to the appropriate resource, monitored through completion, and communicated to the customer.
Key Responsibilities
Work Order Management
- Receive service requests through phone, email, service portal, radio, or other communication channels.
- Create accurate work orders in the Computerized Maintenance Management System (CMMS) or facility management platform.
- Classify requests by service type, priority, location, and required response time.
- Dispatch maintenance, janitorial, fleet, or other SA personnel based on the nature and priority of the request.
- Monitor open work orders and follow up on overdue or delayed requests.
- Update work orders with relevant status information and customer communications.
- Verify completion and close work orders according to established procedures.
Customer Service
- Serve as the primary point of contact for facility service requests.
- Communicate expected response times and status updates to customers.
- Handle customer questions and complaints professionally.
- Escalate recurring, urgent, or unresolved issues to the appropriate supervisor or manager.
- Maintain a professional and service-focused approach during high-volume periods.
Dispatch & Operations Coordination
- Coordinate daily work assignments with supervisors and technicians.
- Monitor technician availability, workload, and location.
- Respond to emergency and high-priority facility requests according to site procedures.
- Coordinate access to restricted areas when required.
- Communicate operational changes, building issues, and service interruptions to the appropriate teams.
- Coordinate with external contractors and vendors when assigned.
Data & Reporting
- Maintain accurate work order and service request records.
- Track response time, completion time, backlog, and customer service performance.
- Prepare daily, weekly, or monthly reports as requested.
- Identify recurring service issues and communicate trends to management.
- Support KPI tracking and continuous improvement initiatives.
Key Performance Indicators
The Help Desk Dispatcher may be measured on:
KPI
Example Target
· Work orders entered accurately over 98%
· Requests dispatched within required timeframe over 95%
· Work orders updated correctly over 98%
· On-time work order completion over 95%
· Open work order backlog
· Within established site target
· Customer response time
· Data accuracy - over 98%
Qualifications
Required:
- High school diploma or equivalent.
- 1+ year of experience in dispatch, customer service, facility operations, maintenance coordination, or a similar role.
- Basic computer skills and ability to work with multiple systems.
- Strong verbal and written communication skills.
- Ability to prioritize multiple requests in a fast-paced environment.
- Strong organizational and follow-up skills.
Preferred:
- Experience in facility management, commercial buildings, manufacturing, healthcare, higher education, or corporate environments.
- Experience using a CMMS, CAFM, IWMS, ticketing system, or similar platform.
- Knowledge of facility maintenance and cleaning operations.
- Experience working with SLAs and service-level requirements.
Core Competencies
- Customer service
- Dispatch coordination
- Organization and time management
- Problem solving
- Attention to detail
- Communication
- Prioritization
- Follow-up
- Conflict resolution
- Computer proficiency
- Ability to work under pressure
Working Conditions
- Primarily office/control-room based within a facility environment.
- May require extended periods working at a computer or telephone.
- May require occasional walking throughout the facility to verify service requests.
- May require working evenings, weekends, holidays, or rotating shifts depending on site operations.
Success in the Role
A successful Help Desk Dispatcher keeps the facility service request process under control from intake to completion. The role should prevent requests from being lost, ensure the right person receives the right work at the right priority, and provide management with reliable data on service performance.
BUSINESS AS UNUSUAL
We are a global group that develops and manages sustainable infrastructure solutions, especially in renewable energy. Our business spans the entire value chain, from design and construction through to operation and maintenance.
Our goal is to lead the transition towards a low-carbon economy, bringing technical excellence and innovation to all of our projects to design a better planet. We are committed to contributing to the economic and social development of the communities in which we operate.
At ACCIONA we are championing a different way of doing business that promotes the welfare of society and the planet, going beyond economic interests. We invest in sustainable projects that make the world a better place. We have won Best Place to work and Top Employer.
Investing in the planet is the smart choice. Investing in our people is important.
