We are seeking an operationally grounded, customer-focused IT Service Coordinator to dispatch and organize incoming service requests, prioritize and assign tickets, monitor service levels, and communicate with clients. This role is essential to maintaining an organized, responsive, and efficient service desk.

Responsibilities | Service Dispatch and Coordination

- Monitor and manage all incoming service emails, support requests, and ticket queues. assigning to technicians and ensuring speed and efficiency
- Conduct initial ticket intake and gather all required information to create ticket and assign to appropriate techs.
- Review, categorize, prioritize, and dispatch service requests according to urgency, technical requirements, and SLA commitments.
- Assign tickets to the appropriate technicians, cybersecurity analysts, engineers, project teams, or departments.
- Monitor workloads and technician availability to ensure efficient resource allocation.
- Escalate critical incidents and security-related issues to senior technical staff and management.
- Track ticket progress and follow up to ensure timely resolution.
- Maintain accurate ticket documentation and service records.
- Coordinate communication between clients and technical teams regarding service requests and updates.
- Monitor unassigned, aging, overdue, and SLA-at-risk tickets.




- Perform other duties and responsibilities as assigned by the direct manager to support departmental and organizational needs.

Qualifications | Required

- Minimum 2–3 years of experience in an IT support, service desk, helpdesk, dispatching, or MSP environment.
- Robust understanding of Microsoft 365 administration and support.
- Experience troubleshooting Windows desktop and laptop environments.
- Familiarity with Active Directory, Azure AD (Entra ID), and user account management.
- Experience using ticketing and PSA systems.
- Strong organizational and time-management skills.
- Excellent written and verbal communication skills.
- Ability to prioritize and manage multiple tasks simultaneously.

Pay: $25.00-$27.00 per hour

Benefits:

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Vision care

Application question(s):

- Do you have a valid BC Drivers License?
- Where are you currently living and located?
- What makes you a standout candidate?
- Can you reliably and work full time from our office in Abbotsford, BC?
- Did you answer every question above? All questions must be answered for your application to be evaluated.

Work Location: In person

📌 IT Service Coordinator (Canada)
🏢 Stratum Systems
📍 Canada