Services Dispatcher

The position is required to manage service calls from creation to closure and provide high quality customer service in keeping with our Customer Experience standards.

Job Title: Services Dispatcher
Company: MC Systems, a member of the JN Group
Employment Type: Full-time; 1-year contract (open to renewal)

About Us:

We are The Jamaica National Group Limited, representing a globally respected brand, boldly finding ways to enrich lives and build better communities. Our core values make us who we are and are demonstrated in everything we do; rooted in RESPECT we believe our everyday jobs contribute to something bigger than ourselves. We are dependable and pride ourselves in our authenticity and in the transparent solutions we create that bring value to our customers.

Role Summary
MC Systems is seeking a Services Dispatcher to serve as the central point of contact for technical service requests. Reporting to the Dispatch Team Lead, the role coordinates internal and external technical support teams to ensure timely and accurate resolution of ATM, Managed Print Services (MPS), Infrastructure, and POS service requests, in line with agreed service level standards.

Key Responsibilities

• Receive, assess, and log service requests via email, phone, or internal escalation.
• Prepare work orders and assign to the appropriate technical support resource.
• Schedule appointments and provide clear updates to customers throughout the service lifecycle.
• Monitor open work orders; follow up on delays and escalate SLA risks to the Team Lead.
• Coordinate materials requisitions with logistics to support assigned work orders.
• Track, close, and report on completed cases; flag exceptions for review.
• Support complaint resolution and generate service performance reports as required.

What Success Looks Like

• Service requests scheduled and resolved within agreed SLAs.
• High accuracy and timeliness in work order processing and closure.
• Positive customer satisfaction and Net Promoter Score results.
• Clear, professional communication with customers and technical teams.

Qualifications and Experience

• Diploma or Associate Degree in Information Technology, Customer Service, or a related field.
• At least one year of experience in a customer service or support environment.
• Strong organizational skills; able to manage high volumes and competing priorities.
• Clear written and verbal communication skills; Spanish conversational ability is an asset.

What’s in It for You

• Full-time, 1-year contract role with hands-on exposure to technical service operations.
• Opportunity to build coordination, customer experience, and reporting skills in a structured environment.

Apply Now
Interested candidates should submit their application by January 2, 2026.
Only shortlisted applicants will be contacted.