Triage & Dispatch Specialist — MSP

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: TYPE OF WORK

Full Time

: WAGE / SALARY

80000

: HOURS PER WEEK

40

: DATE UPDATED

May 15, 2026

JOB OVERVIEW

Triage & Dispatch Specialist — MSP (HaloPSA)
All IT Services | Remote (Philippines) | Full-time
Who we are
All IT Services is a Sydney-based Managed Service Provider supporting Australian businesses across professional services, hospitality, and not-for-profit sectors. We run a tight, modern stack — HaloPSA, 3CX, Microsoft 365, Intune, Defender — and we're growing the team to keep our service desk humming.
The role
You are the heartbeat of our service desk. Every ticket that lands in our queue flows through you. You triage fast, dispatch smart, and keep our engineers focused on the right work at the right time. When tickets are quick wins, you knock them out yourself.
This is not a role for someone who wants to hide behind a queue. You'll be talking to clients, prioritising under pressure, and making judgement calls every hour of the day.
What you'll do

Monitor inbound tickets (email, phone, portal) and triage within SLA — every time
Dispatch tickets to the right engineer based on skill, workload, and priority
Knock out light L1 tickets yourself: password resets, MFA, basic M365 admin, printer issues, account lockouts
Keep our HaloPSA queue clean, accurate, and up to date
Communicate proactively with clients — acknowledge fast, set expectations, follow up
Flag SLA risks before they breach
Spot patterns and escalate recurring issues to the right people

What you bring
Must have:

Prior experience working in an MSP — you understand how managed services actually work
Strong written English — you'll be the first voice our Australian clients hear
A calm head when the queue is on fire
Genuine ownership — tickets don't sit, clients don't get forgotten
Reliable home setup: fast internet, backup power, quiet workspace

Strongly preferred:

Hands-on experience with HaloPSA (or similar PSAs — ConnectWise, Autotask, Kaseya BMS)
Familiarity with Microsoft 365 admin, Active Directory/Entra, and basic networking
Experience with ITIL-style ticket workflows

What we offer

Competitive salary based on experience
Stable, long-term role with an established Australian MSP
Modern tooling — we invest heavily in automation and AI to make your job easier, not harder
Genuine career progression — we promote from within
Australian business hours (Sydney time)

How to apply
Send your resume plus a short video telling us:

The PSA you've used most and roughly how many tickets you've handled in it
One thing about MSP service desk work that frustrates you — and how you'd fix it

SKILL REQUIREMENT

IT Technology Proficiency

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Triage & Dispatch Specialist — MSP

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

WAGE / SALARY

HOURS PER WEEK

DATE UPDATED

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