About the Company

We are proud to be working with a leading Managed Service Provider (MSP) that delivers first-class IT services to small and medium-sized businesses across Australia and New Zealand.

With a client base of over 500 businesses and a reputation for excellence in specialist sectors such as dental, medical and SME industries, our client is experiencing rapid growth. Their services cover everything from managed IT and cloud solutions to disaster recovery, VOIP, and network solutions.

Due to continued expansion in Sydney, we’re looking for a IT Service Desk Dispatcher to join the Castle Hill team and play a key role in their next exciting growth phase.

About the Role

This is more than just a ticketing role — you’ll be the central point of coordination, ensuring customer requests are handled promptly and efficiently. You’ll work closely with the Service Delivery Manager and technical teams, making sure every ticket is assigned to the right person at the right time.

Your responsibilities will include:

Monitoring the triage ticket queue and dispatching support tickets across teams (service desk, projects, and operations).

Classifying tickets by type and priority, ensuring urgent issues are escalated quickly.

Verifying and updating customer details within tickets.

Coordinating ticket allocation by considering technicians’ skillsets, schedules, and workloads.

Working directly with the Service Delivery Manager to ensure smooth operations.

Keeping communication flowing and alerting senior staff to critical issues when required.

About You

You’re someone who thrives on organisation, loves working with people, and enjoys being the “hub” that keeps everything moving.

To succeed in this role, you’ll bring:

Excellent customer service skills and strong written/verbal communication.

A proactive and solutions-focused mindset.

High attention to detail, multitasking ability, and strong time-management skills.

Flexibility, positivity, and a team-first attitude.

Desirable experience and skills:

Previous experience in an MSP, service desk, or dispatch role.

Customer service background (IT industry highly regarded).

Familiarity with MS365.

Ability to work towards KPIs and SLAs.

IT certifications (not essential, but a bonus).

Why Join?

Competitive salary package.

Full training provided with ongoing development (all paid for).

Be part of a growing, supportive, and professional team.

Opportunity to make a real impact by being the link between clients and technical teams.

Immediate start available.