Information Technology Help Desk Analyst

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