Service Desk Dispatcher

ProServeIT; Charlottetown; Hybrid; CAD 40,000 - 50,000; Full time

Job summary

ProServeIT is seeking a Service Desk Dispatcher in Charlottetown, PE. The role focuses on dispatching IT resources, coordinating internal and field teams, and ensuring timely responses to service requests in a hybrid work environment.

The ideal candidate will manage schedules, communicate with clients, monitor SLA performance, and support continuous improvement of service delivery within a fast-paced IT organization.

Qualifications

• Basic computer and operating system knowledge.
• Strong interpersonal and communication skills.
• Ability to work in a team and communicate effectively.
• Multi-tasking and adaptability to changes.
• Technical awareness to match resources to issues.
• Understanding of IT services and service tools.
• Typing to ensure quick entry of service details.
• Self-motivated in a fast-moving environment.

Responsibilities

• Serve as a point of contact to customers for all service requests.
• Coordinate IT support groups to maximize billable resources.
• Pre-process service requests from multiple channels.
• Schedule internal and field resources on the dispatch portal.
• Monitor resource schedules for prompt time entry.
• Communicate incident progress and outages to customers.
• Route tickets to appropriate resources and monitor SLAs.
• Improve customer service and productivity of IT resources.
• Escalate requests when service levels are not met.
• Enter time and expenses in the system.
• Document work as service tickets in the system.
• Lead Bi-weekly Service Desk meetings and update policy changes.
• Maintain technician schedules and reports.

Skills

Basic computer skills

Interpersonal skills

Communication

Active listening

Team collaboration

Time management

Typing skills

Job description

Client Excellence Team Full Time Charlottetown, PE Hybrid $40,000 - $50,000 CAD per year

Do you want to make a big impact on a fast-growing IT organization? Do you want to be part of a team that truly supports employee growth and development? Are you someone with strong organization, time management, and communication skills? Then, we want you!

The Service Desk Dispatcher is responsible for attaining maximum utilization and prioritization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so requests can be dispatched to the appropriate resource and location. The incumbent is responsible for all inbound user service requests, coordinating dispatch of technicians for user issues requiring on-site resolution; and organizing technician schedules for all Service Desk and NOC staff.

Life at ProServeIT is fast paced, performance-driven, rewarding, and fun! We value and support our team members' career growth and ongoing professional development. And we recognize their achievements and outstanding results on a regular basis. We work hard and play hard.

"People Matter. Be like gumby. Do it right." These are the three values we follow every day. These truly represent who we are and what we care about.

Responsibilities:

• Serve as a point of contact to the customer for all types of service requests.
• Coordination of all IT support groups to ensure maximum utilization of billable resources.
• Pre-process service requests as they arrive through phone call, email, manual entry, or direct customer input.
• Schedule internal and field technical resources on the dispatch portal.
• Monitor resource schedules to ensure prompt time entry on service requests.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Route incoming and existing tickets to the appropriate resource
• Monitor open service tickets to make sure the team is meeting customer SLA’s.
• Improve customer service, perception, and satisfaction with fast turnaround of customer requests.
• Improve usage and increase productivity of IT support resources.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager.
• Responsible for entering time and expenses as they occur.
• Enter all work as service tickets into the computer system.
• Escalate requests to other team members as necessary.
• Conduct Bi-weekly Service Desk meetings to update the team on any policy and changes in the service desk.
• Maintain the Service Desk technician schedules.
• Distribution of technician compliance reports.

Qualifications:

• Basic computer and operating system knowledge.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Ability to work in a team and communicate effectively.
• 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.

Application Process

To ensure a fair and efficient recruitment process, we use AI-powered screening tools to assist in the initial review of applications. These tools help us identify candidates whose qualifications closely match the job requirements. All final hiring decisions are made by our human recruitment team.

Diversity, Inclusion and Accessibility

ProServeIT values diversity of thought and is proud to be an equal opportunity employer. We are committed to creating a diverse and inclusive environment where all people feel supported, connected, and belonging at work. All applications will receive consideration for employment without regard to race, colour, creed, gender, gender identity or expression, ancestry, citizenship, sex, sexual orientation, marital status, family status, ethnic origin, place of origin, disability, or age. Please let us know if you require any accommodations or support during the recruitment process.