Senior Dispatch & Service Coordinator (IT)

First Focus is Australia's best Managed Service Provider (MSP), with a team of over 300 technical professionals across offices in Australia, New Zealand and the Philippines. We have grown consistently and profitably for over 15 years, and we're continuing to win new clients and challenge ourselves to rise to new heights.

We have just started the search for the best multi-client experienced Senior Service and Dispatch Coordinator in the Philippines. Why would such an amazing and talented individual consider coming to First Focus? What makes First Focus better than where you are today?

• We actively promote equal opportunity and fair treatment for all our employees, irrespective of their position, location or nationality, fostering a positive and inclusive workplace culture - grow your career!
• We understand the value you deliver, and we will give you the support to get the job done, and to train and grow - be supported to be awesome!
• We find and retain the best - best Service Desk, best technical escalation, best team leads and managers, best team!
• We encourage transparency as one of the foundations of our culture, creating a healthier, more productive work environment while actively discouraging toxicity - be heard, feel safe to speak up!

In this role, you will prioritize and distribute customer support requests to our Service Desk and Field Services teams. As a senior member of our service management function you will be responsible for ensuring job allocation matches our Service Level Agreements, and is provided with an level of efficiency and communication that guarantees customer satisfaction.

Core Responsibilities

In this role, we’re hunting for someone exceptional, who’ll be able to develop to perform in a role that includes the following responsibilities:

• Monitoring our service management database for alerts and urgent tickets requiring allocation
• Assignment of service & project tickets to the best available resources in a timely manner
• Management of calendars & schedules for technicians in Australia, NZ and Manila
• Organisation of ad-hoc on-site visits for customers by gathering information such as customer & technician availability, ticket priority, office location and travel time
• Collaboration with other internal teams such as our Service Desk, Engineering and Project teams to guide them with resolution of scheduling conflicts and issues
• Assisting our technical support staff by ensuring all service tickets are scheduled correctly and all tickets are updated in our database with accurate information

This role requires someone who is next level. The following is a list of firm requirements and are mandatory unless otherwise mentioned:

• Demonstrate exceptional communication skills – to excel in this role you must be someone who is confident calling Australian customers and having tough conversations and at times, delivering bad news
• A proven ability to stand their ground to both internal and external stakeholders and escalate when required
• The competence and confidence to review and suggest actions and changes to processes without constant direction
• Uncompromising attention to detail – this is a key challenge in this role and is really important!
• Real willingness to collaborate within a team, not shying away from suggesting ideas. In other words, an extrovert or a confident introvert ;)
• Genuine ability to use their judgement to make calls in difficult situations where there is a lose-lose outcome
• Dispatch experience is a plus (desirable, but not required)

• Experience in using ticketing systems (desirable, but not required)
• Experience working in a small to medium size business environment (desirable but not required)
• Willing to work in our Ortigas / Alabang office for a minimum of 2 days per week

• First Focus understands the importance of flexibility for a satisfying work-life balance, which is why we offer hybrid working arrangements.

• ‘Never Stop Growing’ is deeply embedded in our DNA - we offer 1 paid study day per month (10 per year) and support employees towards certifications and qualifications - we will pay for the exam and will also give you a pay rise for achieving certs (conditions apply, of course)
• HMO from the first day of your employment
• Addition of one (1) dependent (e.g., your spouse) to the Company's HMO policy (which includes medical coverage plus dental benefits package) on the first day of your employment
• All employees have free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counselors
• Dayshift, weekends off* plus 25 days paid days leave annually
• Employee Referral Program (Php 20,000)
• Employee MVP Award (Php 10,000)
• Social events, End of Financial Year and Christmas
• Employee Profit Sharing*
• Loyalty bonus for long-term employees*

Office Address

• 29th Floor, Robinsons Cyberscape Gamma, Topaz Road, Ortigas Pasig City Metro Manila Philippines
• 26th floor, Axis Tower One Building, Filinvest Ave, Alabang, Muntinlupa 

Additional information:

• Opportunity to work from home. If you are residing within Metro Manila or in other nearby provinces, a hybrid work set-up will apply.

*Terms and conditions apply