Dispatcher - It

**Position Responsibilities**:

- Daily time entry accounting.
- Record time & document actions
- Track & accurately manage detailed request
- Ability to work in a team environment and communicate effectively

Specific duties include:

- Answer phones - incoming phone calls from clients
- Communication with clients as required: keeping them informed of incident progress
- Acting as a central point of communication for the team
- Improve usage and increase the productivity of IT support resources
- Coordination of all IT support groups to ensure maximum utilization of billable resources
- Daily review of open tickets, reassigning where required
- Schedule internal and field technical resources on the ConnectWise dispatch portal for walkthroughs, projects, site visits and remote support, etc.
- Escalate service requests that cannot be scheduled within agreed service levels

**Competencies**:
To perform the job successfully, an individual should demonstrate the following characteristics:

- Works with integrity and ethically
- Upholds organizational values.
- Effectively and persuasively communicates with others
- Expresses thoughts in an organized, concise, persuasive manner
- Keeps abreast of current developments
- Requires mínimal supervision
- Prioritizes and plans work activities
- Uses time efficiently
- Integrates changes smoothly
- Sets goals and objectives
- Works in an organized manner.

**Credentials, Skills, Qualifications & Experience**:

- Two+ years related experience OR Equivalent combination of education and experience.
- Previous Client Service or phone related skills; familiarity with computer system support terminology concepts.
- Ability to read, write, and speak the English language.
- Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions in written, oral, diagram, or schedule form.
- Criminal record check
- Basic computer and operating system knowledge
- Interpersonal skills: such as telephony skills, communication skills, active listening and client-care
- Ability to multi-task and adapt to changes quickly
- Technical awareness: ability to match resources to technical issues appropriately
- Service awareness of all organization’s key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast moving environment

**Job Types**: Full-time, Permanent

**Salary**: $50,202.00-$53,387.00 per year

**Benefits**:

- Casual dress
- Dental care
- On-site parking
- Paid time off
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday
- On call

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Ottawa, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- dispatching: 2 years (preferred)

Work Location: Hybrid remote in Ottawa, ON