IT Service Dispatcher/ Office Coordinator

**IT Service Dispatcher/ Office Coordinator**

**Job description**

Do you love working with people?

Do you excel in a fast-paced environment?

Are you good at being organized, detailed, and can prioritize tasks?

Does working in a learning-focused environment sound exciting to you?

Do you take ownership of your role and want to do meaningful work?

As the IT Service Dispatcher, your critical role ensures our client’s IT needs are met by dispatching service requests quickly and efficiently. We are a fast-paced and energetic IT Service company that specializes in providing technology services to small and medium sized businesses across Toronto and the GTA. We are in the middle of an exciting growth curve and are looking for qualified individuals to join our team and contribute to our culture rooted in teamwork, customer service and helping others, respect, and learning.

**Required Qualifications and Education**:

- Bachelors or Associates degree in computer or business-related field, with courses in computer science OR 3 to 8 years of related experience or equivalent combination of education and experience.
- Minimum of 2 years of previous, relevant experience serving in a manager role capacity in a professional office setting.
- 2 years experience of previous dispatch/coordinator experience highly preferred.
- Minimum of 2 years of customer interfacing in a professional office setting.
- Experience with IT technology preferred.
- Previous experience in a dispatch or logistics management role preferred.

**Responsibilities**:

- Act as the point of contact to customers and provide immediate responses to client’s requests for IT needs by directing them to an engineer.
- Answer phones, manage and dispatch incoming IT service requests, log support calls, and document outcomes to facilitate resolution.
- Manage Technician’s schedules to ensure prompt resolution of client’s service requests.
- Triage and manage service requests to the appropriate team member.
- Proactively monitor service requests to ensure needs are responded to in a timely manner.
- Work with team members to ensure technicians are complying with communication policies and procedures in ticket resolution.
- Consistently provide professional, courteous, and rapid customer service to clients.
- Assist with general office tasks as needed.

**REQUIRED Knowledge, Skills and Abilities**:

- Strong organizational, oral presentation, written, and client services skills.
- Experience in strategic planning with an ability to forecast and plan over a 6-12-month period.
- Demonstrated ability to be a leader and drive organizational goals.
- Strong analytical skills in making the appropriate business and technical decisions.
- Ability to efficiently multi-task, pay attention to detail, adapt, and stay calm under pressure to any changes or client emergencies.
- Ability to work in a team and communicate professionally with tact and confidence.
- Awareness of all aspects of organizations’ key IT service offerings for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide IT services.

**Our CORE VALUES**:
These are central to everything we do. If you do not embody these values, please do not apply.
- **Customer focused/Can do**:You take a can-do attitude to solving customer problems, and you are laser focused on delivering a positive service experience.
- **Dependable & Accountable**:You’re committed to showing up prepared, on time, communicating clearly with all stakeholders, and keeping commitments. No excuses.
- **Respect & Empathy**:We treat all our stakeholders with respect because every person deserves to be treated with care. That includes colleagues, customers and vendors.
- **Self-improvement**:we all show a commitment to lifelong learning and improvement.

**Physical Demands and Work Environment**:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is required to sit for periods of time, while using hands to use a computer or other tech. You are frequently required to see, talk, and hear. You are occasionally required to stand, walk, and reach with hands and arms.
- Employees must occasionally lift and/or move up to 50 pounds of IT equipment.
- The dispatcher works primarily in an office setting with light to moderate noise.

**Salary**: $42,000.00-$50,000.00 per year

**Benefits**:

- Company events
- Dental care
- Discounted or free food
- Life insurance
- On-site parking
- Paid time off
- Profit sharing

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

COVID-19 considerations:
Staff are required to wear masks when navigating the office,