Position title
IT Services Dispatch Coordinator
Description

Build your career with the fastest growing Managed Services Provider around.

Outsource IT provides a positive work environment with opportunity to make a positive change in your community. We support many critical industries in helping to deliver services and products that many depend upon making a positive impact in peoples lives. Technology drives everything!

Outsource IT offers a competitive salary, as well as medical / dental benefits and RRSP matching.

About The Role

The IT Services Dispatch Coordinator (SC) is a first responder to incoming service calls and tickets/emails, assigns new service tickets to the appropriate service technician, maintains scheduling for technical team members, performs light project management, and other administrative tasks as required.

Responsibilities
  • First responder to inbound service requests
  • Investigate and document high level technical needs for inbound requests
  • Identify level of urgency and technical requirements for inbound requests
  • Schedule appropriate technical resources for inbound requests for remote and/or onsite services
  • Maintain technical resource scheduling to ensure response time goals are met
  • Review and action ticketing system alerts and ensure scheduled technical resources adhere to SLA requirements
  • Handle escalated customer care items as required
  • Schedule appropriate technical resources for assigned projects
  • Perform internal administrative functions including coordinating office events and booking meetings
  • Attend and participate in scheduled company training sessions and meetings
  • Attend and participate in scheduled regular performance review meetings
  • Ensure technical best practices are applied to all service efforts
  • Follow work flow plans and policies as described in company process documentation
  • Maintain a positive demeanor and respect for all staff, clients and for our company
  • Provide feedback to management team members related to improved general business practices
  • Provide exceptional end-to-end support services to all Outsource IT clients
  • Reports to Service Manager
Qualifications
  • Excellent customer care abilities
  • Strong verbal & written communication skills
  • Positive attitude
  • Excellent planning and organizational skills
  • Good interpersonal skills, with emphasis on listening, verbal and written communication capabilities
  • Strong work ethic
  • Excellent attention to details
  • Ability to take direction and follow through
  • Uncompromising integrity
  • Ability to take the initiative
  • Basic bookkeeping skills an asset
  • Strong PC Skills (Microsoft, Internet, Email)
Employment Type
Full-time
Job Location
Burlington, Canada
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Position: IT Services Dispatch Coordinator

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