Help Desk Operator

-; Ottawa; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading engineering firm is seeking a Help Desk Operator in Ottawa, ON to manage work orders and defects for the Trillium Line Project. The ideal candidate should have a high school diploma and technical training, excellent communication skills, and experience in a fast-paced environment. You will play a critical role in defect management and providing support to various functions within the project.

Benefits

Competitive pay

Flexible benefits

Employee share plan

Defined contribution pension plan

Work-life balance

Qualifications

• Experience in a high-volume operational environment.
• Ability to manage multiple tasks and direct train movement.
• Strong communication skills under pressure.

Responsibilities

• Manage defects efficiently by obtaining and reviewing defect information.
• Provide functional support to Yard Control Centre Operators.
• Lead continuous improvement initiatives by recommending best practices.

Skills

Communication technology

Interpersonal skills

Analytical skills

Education

High School Diploma and two-year college diploma in a technical field

Tools

CCTV

SCADA

Job description

Overview

Job Title: Help Desk Operator

Location - Ottawa, ON

AtkinsRéalis is dedicated to engineering a better future for our planet and its people. This role involves work order creation and assignment of work to various departments and subcontractors within the Trillium Line Project. Operators use communication technologies (radio, telephone, and email) to communicate with the TOCC, colleagues, and subcontractors to ascertain defect information and input it into the Maintenance Management and Performance Reporting System (MMPRS).

Responsibilities

• Responsible for the efficient management of defects:
  • Obtain defect information.
  • Review information provided via email, radio or telephone and understand the reported defect, requesting further information when required.
  • Using available tools, establish the KPM parameters for the associated defect.
  • Accurately raise the defect on MMPRS.
  • Liaise with the relevant internal departments and Subcontractors to ensure the defect is attended and rectified in a timely manner to mitigate the KPM Penalty risk.
  • Once the defect is addressed, ensure the work is updated to reflect the work carried out, identify the root cause and the repair, and the timescales.
  • If the defect cannot be rectified or is at risk of non-completion within timescales, raise a temporary Work Order for client approval.
  • Provide timelines for defect management to support Transit Next team in mitigation of penalties.
  • Escalate and advise Key Stakeholders of significant commercial or safety concerns related to work orders.

• Provides functional support to the Yard Control Centre Operators by:
  • Assisting with YCC administrative duties.
  • Providing communication support to other functions within the project on behalf of the YCC Operator.
  • Assisting with the generation of reports linked to the Daily Operation.

• Leads continuous improvement initiatives by:
  • Staying current with industry best practices and making recommendations.
  • Providing technical support and expertise in the development of various support systems.
  • Representing TransitNext on a variety of work teams to share ideas and concerns.

Why choose AtkinsRéalis as an employer?

Because we offer:

• The opportunity to work on various major projects for internal and external clients.
• An exciting environment where work-life balance is important.
• A wide array of learning and development opportunities.
• Competitive pay, flexible benefits, an employee share plan, and a defined contribution pension plan.
• A work environment focused on health and safety.

The ideal candidate:

• High School Diploma with a two-year community college diploma in a technical, electrical or computer program or related field. Industry specific experience will be considered in lieu of the latter.
• All candidates must be able to take and pass the following in-house courses (designed by Transit Next Group and Others):
  • Operational training as required.
• Demonstrated experience in a high-volume and high-demanding operational environment.
• Demonstrated capability in using computer and communications technology.
• Ability to pass a company aptitude test and medical; colour perception, visual acuity, hearing and impairment screening.
• Ability to manage several different tasks at the same time while directing train movement.
• Exceptional interpersonal and communication skills with the ability to communicate effectively both orally and in writing while working under pressure.
• Demonstrated ability to build trusted relationships and work collaboratively as part of a team.
• Ability to analyze information and make independent decisions during high volume and stressful conditions.
• Ability to work well under pressure with a high level of attention to detail.
• Ability for sustained concentration over an extended period.
• Demonstrated leadership capabilities.
• Ability and willingness to work in a 24/7 operation.
• Able to work Overtime.
• Ability to sit at a desk in a control room environment for prolonged periods of time.
• Must be familiar with all applicable health and safety legislation, knowledge of potential or actual danger to health or safety, and knowledge of appropriate actions to ensure health and safety of staff in accordance with applicable legislation.
• Knowledge of: CCTV, SCADA, Vehicle equipment and components, Signal systems and/or operation of track apparatus, Station design and operation, Dispute resolution techniques, O-Train network.
• Permanent residence within 1.5 hours of the facility or willingness to relocate at own expense.

Additional notes

Are you up for this challenge? Apply today and join our team to help engineer a Better Future for our Planet and its People.

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Worker Type
Employee

Job Type
Regular

At AtkinsRéalis, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.