CAREER OPPORTUNITIES

IT Service Dispatcher

August 2023


This is primarily a role of triage and scheduling, with secondary responsibility for technical support and services.

You will apply your strong organizational skills, attention to detail and your technical knowledge to ensuring our customer service requests are answered, logged, triaged, assigned and resolved quickly. In this role you will gain exposure to a wide variety of technical issues to broaden your understanding of IT, and the company will be able to provide opportunities for career growth into more senior positions focused on your areas of technical strength.

You will be one of the  primary points of contact for our customers. To be successful, you will

a) be confident in your ability to learn, troubleshoot, and apply your knowledge to new challenges,

b) work well both unsupervised as well as together with the other technicians, and

c) always strive to communicate professionally with customers and provide service that exceeds expectations.


Basic Functions

  • First in the phone queue to take service requests. Professional phone manners are essential.

  • Review and prioritize all service requests as they arrive (phone, email, web portal).

  • Work collaboratively with clients, staff, and management to resolve scheduling issues.

  • Schedule and monitor remote and field technical resources to maximize efficiency and profitability.

  • Monitor open service ticket dashboards to make sure the team is meeting SLA’s.

  • Always keep customers informed on the progress of their issue. 


Skills and Requirements

  • Technical awareness: ability to match resources to technical issues appropriately.

  • Understanding of support tools, techniques, and how technology is used to provide IT services.

  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.

  • Ability to multi-task and adapt to changes quickly.

  • Requires a valid driver's license and work location is our office in Abbotsford, BC, 7am to 4pm. 


Experience

  • Two years of experience in an IT service related role.

  • Previous experience with IT Service Desk dispatch strongly desired but not required.


If you enjoy all areas of computer technology and are looking for a position in the beautiful Fraser Valley with long term growth potential, please call Josh Di Marco at 604 210 9811 ext 116 between 8am and 4pm Monday - Friday.

Position available immediately.