Technical Help Desk - Senior

Ian Martin Group; Toronto; Hybrid; CAD 53,000 - 61,000; Full time

Job summary

Raise is hiring a Senior Technical Help Desk professional in Toronto. The role is hybrid, with a pay rate of $38.21–$44.17 per hour and a 12-month contract.

Responsibilities include building agent schedules, vacation planning, capacity forecasting, KPI tracking, and reporting. Requires Verint, Tableau, ServiceNow, and Workday experience, plus comfort with rotating shifts.

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.
• Tableau reporting experience.
• Experience with ServiceNow reporting.Experience with Workday.
• Must be comfortable working rotating shifts - the team provides coverage from 7:00 a.m. to 6:00 p.m.

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

Forecasting

Scheduling

Capacity planning

KPI tracking

Dashboards

Collaboration

Rotating shifts

Tools

Verint

Tableau

ServiceNow

Workday

Power BI

Power Automate

Job description

Technical Help Desk - Senior

• Location: Toronto, ON - Hybrid (Tuesday & 2nd Friday, Should be flexible to change in Office Days)
• Pay Rate: $38.21/hr - $44.17/hr
• Contract Length: 12 Months

We at Raise are hiring a Technical Help Desk - Senior for one of our top clients. After establishing themselves as an industry leader, they’re now expanding their team to meet rising demand.

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

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
• Tableau reporting experience.
• Experience with ServiceNow reporting.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 Skills:

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

Looking for meaningful work? We can help!

We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities.

We have a dedicated webpage for accommodations where you can learn more about what we offer and request accommodation: https://raise.jobs/accommodations/

In order to submit candidates for roles, our clients will sometimes require personal information to confirm the identity of applicants and their legal status to work. Raise will never ask you for personal or banking information unless you have been selected for a job. If you are ever unsure about the legitimacy of this or another job posting by Raise (or have any other questions), please contact us at [phone] or [e-mail]

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