We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

Position Description

The RSM Microsoft Licensing Desk (MPRO) Dispatcher role is responsible for providing direct support or assigning appropriate MPRO or consulting team resources for all Microsoft license related cases/calls.  The position is responsible for the pace and control of the cases being dispatched out to available team members or RSM consulting teams for remediation, along with assisting RSM licensing and consulting teams in identifying appropriate resources to transfer\escalate\reassign cases.

Responsibilities include:

• Coordination of Microsoft Licensing Desk (MPRO) cases to available resources.
• Entering cases as they arrive through email, manual entry, or direct customer and consulting team input.
• Scheduling resources and following up on requests to ensure proper response time and needs are met for customers and RSM teams.
• Escalation of priority issues and customer and internal teams to ensure prompt follow up/resolution.
• Assistance with Microsoft Support ticket submissions and follow up for license related issues.
• Serve as liasion between customer and Microsoft Support to ensure timely replies from Microsoft Support.
• Assistance with managing user access to both customer and internal Microsoft tenants.
• Coordination of customer onboarding and ongoing access to RSM licensing self-service portal
• Assistance with maintaining licensing desk Teams site and related documentation
• Ability to work in a team and communicate effectively with others

Basic Qualifications

• Interpersonal skills: communication, active listening and customer-care
• Ability to work in fast-paced environment, proactively multi-task and adapt to changes quickly
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Attention to detail
• Self-starter – able to work independently and prioritize without consistent direction
• Strong organizational skills

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmcanada.com/careers/life-at-rsm/rewards-and-benefits.html.

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Canadian uniformed service; Canadian Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.   

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at [email protected].

At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.

Compensation Range: $66,000 - $92,500