Career Details
IT Dispatch Specialist -In Office
Are you a highly organized and customer-focused individual who thrives in a fast-paced environment? Do you excel at connecting people with solutions and ensuring smooth operations? As our IT Dispatch Specialist, you’ll be the vital link between our clients and technical teams, playing a crucial role in delivering exceptional service. If you’re a master multi-tasker with a keen eye for detail, we want to hear from you!
What You’ll Do:
As an IT Dispatch Specialist, you’ll be responsible for ensuring every service call is handled efficiently and professionally. Your key responsibilities will include:
· Service Coordination & Dispatch:
o Promptly create accurate incident tickets and dispatch them to the appropriate technicians.
o Skillfully schedule service appointments, balancing client availability with technician schedules.
· Proactive Ticket Management:
o Ensure all tickets are generated in a timely manner, adhering to company standards.
o Actively monitor ongoing tickets, follow up with technical teams, and maintain detailed documentation of progress.
· Invoicing & Clear Communication:
o Verify the accurate processing and delivery of service call invoices, collaborating with internal teams to resolve any discrepancies.
o Maintain consistent and clear communication among technical teams and internal support staff.
· Dynamic Scheduling:
o Coordinate and schedule service tickets to meet time guidelines, aligning with client expectations and technician availability.
o Adapt and adjust schedules as necessary to accommodate evolving work priorities.
· Client Engagement & Support:
o Professionally manage client interactions, including de-escalating situations when clients are upset about billing or service issues.
o Clearly and calmly explain billing procedures and service processes to ensure client understanding and satisfaction.
What You’ll Bring:
We’re looking for a candidate with a proven track record and the following qualifications:
· Experience: Demonstrated experience in a dispatcher role, IT help desk, or a related technical support context.
· Organizational Prowess: Strong organizational skills with exceptional attention to detail.
· Technical Familiarity: Proficiency in ticket management systems and a solid understanding of basic IT operational concepts. An understanding of network infrastructure is an asset.
· Communication & Service Excellence: Excellent verbal and written communication skills, with a natural aptitude for customer service.
· Adaptability: The ability to multitask, prioritize effectively, and thrive in a fast-paced environment.
· Billing Knowledge (Asset): Prior experience handling invoicing or service billing is a definite plus.
Location: Grande Prairie, Alberta, Canada
Job Type: Full-time – This position is In-House Only.
