Job Description

Summary of Position:

The Service Coordinator plays a critical role in managing day-to-day service operations. This position is responsible for scheduling and dispatching technicians, coordinating service tickets, managing client communication, and ensuring timely resolution of IT issues. You'll be the bridge between clients and technical staff -- keeping things organized and running smoothly with a positive attitude.

Essential Duties and Responsibilities:

Act as a first point of contact for incoming client calls for Onit clients.

Backup/Overflow for Copier client calls (OT Group)

Review and prioritize incoming service requests and support tickets, including any tickets or requests that must be escalated

Create and manage tickets in ticketing platforms to track and document client issues

Review and check monitoring systems for alerts or notifications related to customer systems

Arrange technician schedules for on-site visits or remote customer support

Ensure that SLAs are being met for open tickets based on the customer agreement

Complete check-ins with IT Field Specialists to understand completed work from the prior day, and review current tickets

Review tickets for accuracy, and provide updates or follow-up as necessary

Coordinate with IT Field Specialists to ensure they have the required tools and equipment for on-site deployment, including for current and upcoming calls

Help optimize dispatching processes for speed and efficiency

Collaborate with the team to coordinate setup and maintenance of bench equipment

Minimum Qualifications:

Education:

A post-secondary education in business administration, IT, or related equivalent experience is a strong asset but not required.

Work Experience:

1-2 years of experience in a dispatching, coordination, or administrative role

Experience in a help desk, MSP, or technical service environment is a strong asset

Technical Skills:

Familiarity with IT environments and how to prioritize incidents based on impact and urgency.

Comfortable with computers and standard business software (e.g., Microsoft 365, etc.)

Basic

understanding of IT services, such as:

- Ticketing/helpdesk systems (Experience with PSA tools like ConnectWise, Autotask, or similar is a

plus

, but not required)

- Common hardware/software issues

- Basic cybersecurity awareness (additional training will be provided)

Ability to problem solve and analyze issues, IT related and non-IT related

Strong organizational and time management skills, with the ability to prioritize multiple deadlines or timelines

Soft Skills:

Excellent attention to detail

Customer-first attitude with a problem-solving mindset and the professionalism to work effectively with diverse teams

Strong organizational and time management skills

Excellent written and verbal communication

Able to multitask and remain calm in high-pressure or fast-paced environments

Strong attention to detail and follow-through

Other Requirements:

Must be legally eligible to work in Canada

Fluent in English (bilingual is a plus but not a requirement)

Physical and Mental Demands:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and scanners.

This is largely a sedentary role and the incumbent is required to frequently stand, sit, reach and type

This role requires use of a computer/technology consistently; ability to sit in front of a screen(s) for long periods of time is required daily

The incumbent is required to spend long periods of time with intense concentration and deal with frequent interruptions

This role requires frequent multitasking or managing a variety of different tasks

Job Type: Full-time

Pay: $22.00 per hour

Expected hours: 40 per week

Schedule:

8 hour shift Monday to Friday
Location:

Belleville, ON (preferred)
Work Location: In person