Helpdesk Administrator | On-site

Our client is a well-established Managed Service Provider (MSP) based in Winnipeg, with nearly 30 years supporting organizations across Manitoba and Canada with outsourced IT services. They take a proactive approach to IT — preventing problems before they happen, not just fixing things after they break.

They're looking for a highly organized Service Coordinator / Helpdesk Administrator to be the operational hub of their service team — keeping tickets moving, technicians scheduled, and clients informed every step of the way.

This is a great fit for someone who loves staying organized, communicating clearly, and making sure nothing falls through the cracks.

If you're interested, please send your resume to kyle.chan@randstaddigital.com

Advantages
Real career growth opportunities
Ongoing training and development
Comprehensive benefits package
Paid time off
Casual, professional office culture
On-site parking
Monday to Friday schedule, no weekends

Responsibilities
Service Board Ownership

Monitor and triage incoming service tickets
Make sure tickets are assigned and prioritized correctly
Escalate urgent issues right away
Track ticket aging and service targets
Follow up on tickets that have stalled
Keep clients updated on ticket status

Scheduling & Resource Coordination

Coordinate technician schedules and onsite visits
Schedule Level 2 and Level 3 resources
Coordinate project appointments and timelines
Balance workloads across the team
Work closely with technical leads to keep things running smoothly

Client Communication

Answer inbound support calls
Manage the support mailbox
Keep clients informed on scheduling and status
Follow up after service requests when needed

Service Administration

Create, update, and maintain support tickets
Check ticket documentation is complete and accurate
Help with reporting and service metrics
Keep client records up to date
Support onboarding/offboarding coordination

Operational Accountability

Flag tickets that haven't been updated properly
Follow up with technicians on overdue tasks
Help enforce service processes and standards
Spot recurring issues and raise them
Help drive continuous improvement across the service team



Qualifications
Must-Haves

Excellent organizational skills
Strong verbal and written communication
Ability to juggle multiple priorities at once
Sharp attention to detail
Confident, professional phone manner
Strong customer service skills
Reliable follow-through and ownership mindset
Comfortable working independently in a fast-paced environment

Nice-to-Haves

Experience in administrative coordination, dispatch, or scheduling
Customer service background
Helpdesk or technical support experience
MSP (Managed Service Provider) experience
Project coordination experience

Technical Comfort Level
No need to be a technician — but should be comfortable with:

Microsoft 365 (Outlook, Teams, Excel, Word)
Ticketing systems like HaloPSA, ConnectWise, ServiceNow, or similar
Basic understanding of business IT environments

Work Schedule

Full-time, Monday to Friday
In-office in Winnipeg — role requires close in-person coordination with the team

Summary
Our client is a well-established Managed Service Provider (MSP) based in Winnipeg, with nearly 30 years supporting organizations across Manitoba and Canada with outsourced IT services. They take a proactive approach to IT — preventing problems before they happen, not just fixing things after they break.

They're looking for a highly organized Service Coordinator / Helpdesk Administrator to be the operational hub of their service team — keeping tickets moving, technicians scheduled, and clients informed every step of the way.

This is a great fit for someone who loves staying organized, communicating clearly, and making sure nothing falls through the cracks.

If you're interested, please send your resume to kyle.chan@randstaddigital.com

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.