Senior Technical Help Desk (3–6 years) to support workforce management using Verint and Tableau 109561-1

S.I. Systems Ltd.; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

S.I. Systems Ltd. is seeking a Senior Technical Help Desk professional with 3–6 years of experience to support workforce management initiatives using Verint and Tableau.

The role focuses on scheduling, forecasting, capacity planning, and reporting for a 24/7 service desk in a financial services setting. Hybrid work arrangement and a 12‑month contract are offered. Responsibilities include building schedules, managing vacation planning, and producing workforce analytics.

Qualifications

• 3+ years of Workforce Management / 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
• Experience with ServiceNow reporting.
• Tableau reporting experience.
• Experience with Workday.

Responsibilities

• Build and maintain schedules for help desk agents.
• Manage vacation planning and workforce allocation.
• Perform capacity planning 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.

Skills

Workforce Management

Help Desk

Verint

Tableau

Capacity planning

Forecasting

Scheduling

Vacation planning

Telephony systems

ServiceNow reporting

Workday

Tools

Verint

Tableau

Power BI

Power Automate

ServiceNow

Workday

Job description

Senior Technical Help Desk (3–6 years) to support workforce management using Verint and Tableau 109561-1

Our financial services client is seeking a Senior Technical Help Desk (3–6 years) to support workforce management using Verint and Tableau

Join a high-impact workforce management function enabling operational targets and service levels for a 24/7 Technical Help Desk. The role spans scheduling, forecasting, capacity planning, reporting, and workforce optimization across the service desk. Enjoy significant visibility into operations with the opportunity to influence workforce planning decisions and recommend process improvements. Gain exposure to enterprise workforce management, reporting, and operational analytics, with potential for extension or conversion based on business needs and performance.

Contract, Hybrid 2 (Tuesday & 2nd Friday) Should be flexible to change in Office Days

Shift starting between 7am to 10am and ending between 3pm & 6pm

81 Bay Street

12 months

Must Have Requirement:

• 3+ years of Workforce Management / 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
• Experience with ServiceNow reporting.
• Tableau reporting experience.
• Experience with Workday.
• Must be comfortable working rotating shifts - the team provides coverage from 7:00 a.m. to 6:00 p.m., with rotating shifts of 7am to 3pm/8am to 4pm/9am to 5pm/10am to 6pm

Nice to Have:

• Additional workforce management platforms.
• Technical Help Desk workforce management experience in large enterprise environments.
• Power BI dashboard creation.
• Power Automate.

Responsibilities

• Build and maintain schedules for help desk agents
• Manage vacation planning and workforce allocation
• Perform capacity planning 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

Disclaimer:

AI may be used in evaluating candidates.

This posting is for an existing vacancy.