WHEN WAS THE LAST TIME YOU ENDED YOUR WORKDAY WITH A SMILE?

You spend 80% of your life at work, and you should be doing what you love with people you like doing it with, all while making a difference in your community.

How do we ensure that smile?

• We are fun people.
• We are people who take pride in being themselves and are confident in the help we bring to those around us.
• We get genuine joy from making others around us feel heard, helped, and happy.

If you know what we are talking about, then you are in the right place in your job search journey.

It's a great time to join our team and grow with us.

Idealogical has been in business since 1995. We have continuously worked towards giving our employees and clients access to all the tools and benefits of working with a larger firm while maintaining the empathy and nimbleness of a small business. We take pride in what we do, have a few laughs, stay relatively casual, and deliver best-in-class service.

We are looking for a kickass Service Coordinator / Dispatcher to join our team.

Your code word for success is smile.

Who are we looking for, you ask?

We are looking for someone to join our Service team who can have fun while working independently within a team in a fast-paced, ever-so-challenging work environment. YOUR creativity, energy and attention-to-detail attitude is what we need to augment our growing team of A-list talent.

WHAT WILL YOU BE DOING

The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.

Perform service request intake from clients; assign, schedule, and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA).

This position requires a high level of independence and excellent client services skills. Organizational ability is important to keep track of all tasks. Accurate and timely tracking of client work, service calls, SLA, and dispatching processes.

• Client Interaction:
  • Act as the single point of contact for all types of service requests.
  • Greet clients in person and over the phone, ensuring prompt responses within 2 rings.
  • Communicate with clients to keep them informed of incident progress, impending changes, or agreed outages.
• Service Scheduling and Dispatch:
  • Perform service request intake from clients via email, manual entry, or direct client input.
  • Assign, schedule, and dispatch service engineers for remote or onsite service according to urgency and contractual SLAs.
  • Monitor resource schedules to ensure prompt time entry on service requests.
  • Check dispatch for past due tickets and escalate as necessary.
• Daily Management and Coordination:
  • Manage all service calls and coordinate IT support groups to ensure maximum team utilization.
  • Pre-process service requests and monitor the ConnectWise dispatch portal.
  • Ensure there are no bottlenecks with client requests and improve client service perception and satisfaction.
  • Monitor and respond to client ticket replies throughout the day.
• SLA Management:
  • Maintain and monitor SLAs, ensuring response, planned, and resolution SLAs are met.
  • Check escalation times and ensure high-priority tickets are scheduled appropriately.
  • Send out monthly maintenance notifications and update daily time reports.
• Administrative Duties:
  • Enter all work as service tickets into ConnectWise and maintain service reporting.
  • Review reports, check voicemails, and update the tech team lunch schedule.
  • Create, update, and maintain ConnectWise Ticket templates as needed.
• Team Collaboration:
  • Work closely with the Service Manager to ensure smooth and efficient daily operations of the Service Team.
  • Participate in daily dispatch reports and end-of-day calls to review findings from ticket audits.

WHAT YOU BRING TO THE TABLE

Must-Have Skills & Qualifications

• Basic computer and operating system knowledge.
• Strong interpersonal skills, including telephony, communication, active listening, and exceptional client care.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness to match resources to technical issues appropriately.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills for quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-paced environment.
  

Key To Succeed in This Role

• Strong understanding of the organization's goals and objectives.
• Empathy, compassion, sense of humour.
• Exceptional written and oral communication skills.
• Outstanding interpersonal skills, with a focus on listening and questioning skills.
• Strong documentation skills.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Ability to take on challenges that require critical thinking and decision-making skills.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Stay up-to-date with educational goals to further professional development.
• Dont take yourself too seriously.
  

WHAT CAN YOU EXPECT OF US

By joining Idealogical, you will work with some of the industry's brightest and most experienced people in an environment where you are challenged to be the best in everything you do. Idealogical is where you can grow and develop your career in a meaningful way.

We have folks that have been with us for 5 years, 10 years, 15 years.

Our team is everything to us and we take care of our people like we expect you to care for our clients. We foster sustainable growth, good health and overall well-being and strive hard to make you feel heard, helped, and happy.

How we make you feel heard?

• Anonymous feedback system led by the president to make continuous changes and improvements to solidify our already strong company culture.
• Recognition for being a team player reflected in weekly monetary wins in the form of peer praises.
• Recognition for being an exceptional employee with opportunities to win 6 different awards at our annual holiday get together.

How we make you feel helped?

• 6 paid training and education days per year to help you fill your knowledge gap.
  
• We invest heavily in helping our people acquire skills dictated by the IT industry and pay for your professional certifications.
• Distinct regular events infused with competitive team games, good food and great conversations.
• In-house Chiropractor services provided by our trusted health practitioner, who uses cutting-edge tools and techniques to maximize your health.
• In-house Massage facility where you can take a break during the day and relax.
• An organization-wide group of people who looks out for you and goes above and beyond to help each other succeed.

How we make you feel happy?

• Competitive base salary.
• 3-week vacation to start.
• 6 personal days for those uninvited sicknesses, personal commitments (for example, unscheduled school closures), or just 'I don't feel like working today' days.
• Comprehensive health and dental benefits.
• State-of-the-art office space carefully designed to help you transition from the fatigue caused by work-from-home settings.

If you have made it this far on the page, it tells us you are interested in working with us, and we would love to hear from you!