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Publié il y a 4 jours

Information Technology Help Desk Analyst

@ Bay Street Staffing

Toutes ses offres Site Web

Toronto, Ontario

Contrat3+ ans d’expérience
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SIGNAUX

Résumé des exigences :

  • Monitor real-time operational performance and staffing requirements
  • Must-Have 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

Outils et compétences

Computer technologyTechnical supportSchedulingReportingAttention to detailDecision makingForecastingTableauServiceNowWorkdayMicrosoft Power BIMicrosoft Power AutomateCritical thinkingCommunication skills
Source et dates

Type de source non vérifié · apify-linkedin

Date publiée par l’employeur
2026-11-09
Première détection par notre source
2026-11-14
Mise à jour du dossier source
2026-11-14

Ces dates décrivent le dossier source, pas une vérification en direct du recrutement. Consultez l’offre originale.

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Bay Street Staffing

Profil d’entreprise sauvegardé

Renseignements historiques provenant d’un profil The Jobs API sauvegardé (champs LinkedIn/Crunchbase). Ils ne sont pas vérifiés en temps réel; les chiffres peuvent avoir changé. Les valeurs manquantes restent inconnues.

Bay Street Staffing is Canada's leading boutique recruitment agency.

Description complète de l’entreprise

Bay Street Staffing is a Leader in the boutique staffing sector—offering fast, agile, exceptional customer service. We have partnered with some of Canada’s largest organizations to help them deliver the talent they are looking for. Building solid relationships built on trust and integrity is our signature at Bay Street Staffing. Bay Street offers expert, specialized recruiting practices that result in sought-after matches between candidates and employers. Today’s challenging business climate demands that companies hire the best talent to maintain a competitive edge. Bay Street Staffing’s consultants offer specialized insight into local markets, employment trends, global networks and the impact on the Canadian workforce.

Abonnés LinkedIn
131 054
Personnes associées sur LinkedIn
38
Bureaux déclarés
  • 301 King St. West 2nd Floor, Toronto, ON M5V1J5, CA
Autres noms enregistrés
  • Bay Street Staffing
Spécialités
  • Recruitment
  • Human resources
  • Talent Acquisition
  • Sales
  • Capital Markets
  • Agile
  • Fintech
  • Scrum
  • Team Management
  • Agile Methodologies
  • Marketing
  • Social Media Marketing
  • CIM
  • Finance
  • Securities
  • Investments
  • Linkedin
  • Business Development
  • and Employee Engagement
Le profil indique une agence de recrutement
Oui
Toutes ses offres Site Web

Bay Street Staffing is a Leader in the boutique staffing sector—offering fast, agile, exceptional customer service. We have partnered with some of Canada’s largest organizations to help them deliver the talent they are looking for. Building solid relationships built on trust and integrity is our signature at Bay Street Staffing. Bay Street offers expert, specialized recruiting practices that result in sought-after…

ChampValeur
SecteurStaffing and Recruiting
Taille11-50 employees
Siège socialToronto, ON
Type d’organisationPrivately Held
Fondée en2010
SpécialitésRecruitmentHuman resourcesTalent AcquisitionSalesCapital MarketsAgileFintechScrumTeam ManagementAgile Methodologies
Offres sur Jobsy43
LinkedInVoir la page
Description

Technical Help Desk Workforce Analyst (Senior)
Duration: 12 Months
Remote/Hybrid: Hybrid 2 (Tuesday & 2nd Friday) Should be flexible to change in Office Days
Office Location:81 Bay 14th Floor

About the Opportunity
Our client, a leading Canadian Bank, is looking for a Senior Workforce Management Analyst to join its Technical Help Desk team. You’ll support a 24/7, 365-day service desk operation, with responsibility for staffing, scheduling, capacity planning, reporting, and service level attainment.
Why This Role
High-impact position directly responsible for capacity planning and for helping the organization hit its operational targets and service levels
Significant visibility into Technical Help Desk operations
Opportunity to influence workforce planning decisions and recommend process improvements
Exposure to enterprise workforce management, reporting, and operational analytics
Small, close-knit team that values independent thinking, accountability, attention to detail, and proactive decision-making
Key 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
Partner with team leaders, operations managers, and workforce management stakeholders to identify trends and recommend improvements
Create reports and dashboards using enterprise reporting tools
Support operational planning to ensure service level objectives are achieved
Must-Have 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
ServiceNow reporting experience
Workday experience
Comfortable working rotating shifts (coverage runs 7:00 a.m. to 6:00 p.m., with shifts of 7–3, 8–4, 9–5, and 10–6)
Nice to Have
Power BI dashboard creation
Power Automate
Experience with additional workforce management platforms
Technical Help Desk workforce management experience in large enterprise environments
Soft Skills
Independent thinker with strong critical thinking and decision-making skills
Strong attention to detail
Strong communication skills
Quick learner
Ability to identify operational risks and recommend solutions proactively
Ability to perform effectively in high-pressure environments
Contract Details
Duration: 12 months, with potential for extension or conversion to FTE depending on business needs and performance
Start Date: December 1
Location: Hybrid (2 office days per week, Tuesday and every 2nd Friday, with flexibility for changes), Toronto, ON
Hours: 37.5 hours/week, Monday to Friday, on a rotating shift between 7 a.m. and 6 p.m.
Overtime: None
Interview Process: 1 in-person interview (1 hour), plus a second if required

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