Senior Help Desk & Workforce Analyst - Toronto Hybrid

Raise; Toronto; Hybrid; CAD 53,000 - 61,000; Full time

Job summary

Raise is hiring a Technical Help Desk - Senior for one of our top clients in Toronto. This role supports workforce management in a hybrid environment with on-site days Tue and 2nd Friday and flexibility to adjust office days.

You will build schedules, forecast, capacity planning, monitor KPIs, and create dashboards using enterprise reporting tools like Tableau and Power BI. Experience with Verint, ServiceNow, Workday is required.

Qualifications

• 3+ years of Workforce Management or Workforce Analyst experience.
• Experience in a Help Desk, Service Desk, or Contact Centre environment.
• Hands-on experience with Verint or a similar Workforce Management platform.
• Experience with capacity planning, forecasting, scheduling, and vacation planning.
• Experience with telephony systems.
• Tableau reporting experience.
• Experience with ServiceNow reporting.
• Experience with Workday.
• Must be comfortable working rotating shifts – team coverage from 7:00 a.m. to 6:00 p.m. with rotating shifts.

Responsibilities

• Build and maintain schedules for help desk agents.
• Manage vacation planning and workforce allocation.
• Perform capacity planning activities on weekly, monthly, and annual horizons.
• Monitor real-time operational performance and staffing requirements.
• Manage attendance exceptions and schedule adherence.
• Produce and analyze workforce and operational reports.
• Track KPIs including service levels, occupancy, adherence, and average handle time.
• Partner with team leaders, operations managers, and workforce management stakeholders to identify trends and recommend improvements.
• Create reporting and dashboards using enterprise reporting tools.
• Support operational planning to ensure service level objectives are achieved

Skills

Workforce Management

Help Desk environment

Forecasting

Scheduling

Capacity planning

Telephony systems

Tableau reporting

ServiceNow reporting

Workday

Verint

Power BI

Power Automate

Tools

Verint

Tableau

ServiceNow

Workday

Power BI

Power Automate

Job description

Raise is hiring a Technical Help Desk - Senior for one of our top clients in Toronto. This role supports workforce management in a hybrid environment with on-site days Tue and 2nd Friday and flexibility to adjust office days.

You will build schedules, forecast, capacity planning, monitor KPIs, and create dashboards using enterprise reporting tools like Tableau and Power BI. Experience with Verint, ServiceNow, Workday is required.