Job Title: IT Dispatch
Job Type: Permanent, Full-time
Location: Owen Sound, 888 15th St 'A' E, Owen Sound, ON, N4K 1Y1
Salary: $60,000 to $65,000
Schedule: Monday to Friday, 8AM to 4PM or 9AM to 5 PM; On-call and Overtime Pay
The MSP IT Dispatch is responsible for attaining maximum utilization of internal resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource. The MSP IT Dispatch Coordinator/Help Desk Engineer will coordinate the delivery of multi- tier service requests, dispatch field engineers, and interact with our service desk manager as needed. The MSP IT Dispatch Coordinator/Help Desk Engineer position comes with the opportunity to grow within the organization.
Qualify client issues and open support tickets.
Monitor service boards for new tickets and or respond to tickets.
Schedule internal and field resources on the CRM dispatch portal.
Create, assign, and coordinate inbound and internal tickets.
Service ticket follow up.
Monitor resource schedules to ensure prompt time entry/completion of service requests.
Manage ticket flow in our IT Service Management Platform (Autotask)
Act as the primary point of contact for customer service and issue resolution to assign tasks and tickets to IT Service Desk / Helpdesk (ITSD), NOC and IT Systems Administrators
Dispatch IT support engineers to client sites as needed.
Work with clients and internal Align Managed Services staff to escalate technical issues appropriately and in a timely manner.
Own tickets to ensure processes are followed, communication is though, documentation is accurate, and tickets are closed out.
Drive customer service and client relationship initiatives
Any additional or alternative duties that are reasonably consistent with position as required.
Answer inbound calls, monitor the ‘Support Mailbox’, and assist in managing technician workflow.
Analyze at a high level the client system problems.
Communicates with customer to accurately and concisely documents customer requirements for tickets and projects.
Conveys sense of urgency to the customer appropriate for the circumstances of the incident
Proactively solicits feedback from recent tickets.
Verify access request.
Log and Track access requests according to established procedures
Review service tickets to ensure proper coding is applied to allow easy of invoicing and reporting purposes.
Identifies recurring issues and alerts team lead of potential problems.
Assist in maintaining client information and internal systems relating to Managed Services
Meet all attendance requirements.
Bachelor’s degree or equivalent knowledge
4 to 5 years of experience within an IT Support, or IT Project Coordinator role
A client focused mindset with strong customer skills
Strong scheduling, coordination, and follow up skills.
Outgoing personality with excellent interpersonal skills and the ability to build rapport with clients.
Must have excellent verbal communication and documentation skills.
Proficient in Microsoft Visio, Excel, Project, and Outlook
Any proficiency using Autotask, ConnectWise, ServiceNow or similar ITSM-oriented ticketing systems would be a plus.
Strong individual time-management and multitasking skills
Self-starter who takes ownership of all tasks to successful completion
Detail-oriented, ensuring accurate tracking of deliverables.
Experienced in both Windows & Mac support and troubleshooting.
iOS & Android device support and troubleshooting
MS Office/Office 365 support and troubleshooting
Desktop/Laptop hardware troubleshooting
MS Active Directory/Domain basics
MS Windows Server environment basics
MS Exchange/Office 365 administration basics
IP networking fundamentals and troubleshooting