ASCA OFFICE SOLUTIONS INC
Vaughan, ON
Posted 6 days ago
Job Details:
Full-time
Management
Core Responsibilities
- Receive and prioritize copier, printer, IT, and managed services support requests
- Schedule and dispatch service technicians based on skill set, certifications, location, and SLA requirements
- Manage daily technician schedules, balancing emergency calls, preventive maintenance, and installs
Work Order & System Management
- Create, update, and close service tickets accurately in the service management system
- Ensure proper documentation of service notes, labor, parts usage, and resolution details
- Monitor open tickets and follow up to ensure timely completion
Customer Communication
- Confirm appointments, provide ETAs, and communicate service updates
- Act as the primary liaison between customers and technicians to ensure a positive service experience
Parts & Resource Coordination
- Verify parts availability (toner, drums, boards, IT hardware) prior to dispatch
- Coordinate with inventory and service teams to prevent repeat calls and delays
Priority & Escalation Handling
- Identify critical, down-machine, network, or repeat-failure issues and escalate as needed
- Support service managers with workload planning and SLA compliance
Reporting & Analysis
- Generate and analyze weekly print fleet reports, including:
- Stale DCA's
- Overage / Coverage reports
- Toner swap reports
- Review reports with the Service Operations Manager to ensure all usage and charges are accurately captured for billing to end users
- Identify trends, discrepancies, or billing opportunities and recommend corrective actions
Administrative & Performance Support
- Track response times, technician utilization, and service performance metrics
- Support accurate billing by ensuring service calls are properly completed and documented
Share This Job:
Frequently Asked Questions
This role involves receiving and prioritizing service requests, scheduling technicians, managing daily technician schedules, creating and closing service tickets, and communicating with customers to ensure a positive service experience.
This is a full-time position based in Vaughan, ON.
You will create, update, and close service tickets in the service management system, document labor and parts, monitor open tickets, and ensure timely completion.
You will generate and analyze weekly print fleet reports (stale DCAs, overage/coverage, toner swap), and review them with the Service Operations Manager to ensure accurate usage and billing.
You will confirm appointments, provide ETAs, communicate service updates, and act as the primary liaison between customers and technicians.
You will verify parts availability (toner, drums, boards, IT hardware) prior to dispatch and coordinate with inventory and service teams to prevent delays.
You will identify critical or repeat-failure issues and escalate as needed, supporting workload planning and SLA compliance.
