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