Senior Salesforce Developer

Our Public Sector client in Toronto, ON is looking to hire an Salesforce Developer for a 10+months contract opportunity.

The successful candidate will have opportunity to work on day-to-day development activities on the Salesforce.com platform using Apex and Visual Force

Qualification:

Must-haves:

• 3+ years of development experience on the Salesforce platform, developing custom applications using Apex, VisualForce, JavaScript, AJAX, HTML, CSS

• Business intelligence and data analytics experience with Salesforce/Cognos

Nice to have:

• Public Sector experience

• Salesforce Developer certification

Skills

• 8+years of full cycle software development including requirements, design, development, optimization, testing, implementation and support

• 3-5 years of development experience on the Salesforce platform

• Certified Salesforce Developer / Administrator Strong knowledge CRM business impact 

• Experience integrating Salesforce.com with other applications

• Participation in each phase of full Salesforce.com lifecycle implementations

• In-depth understanding of the capabilities and constraints of the Salesforce 

• Understands web services and other technologies that can be used to transport data in an enterprise environment and interact with Salesforce.com

• Experienced in defining system

Looking for Meaningful Work? We can help!

If you’re a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com 

We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.

 Ewemi

Service Desk Analysts – Public Sector

SUMMARY

Our public sector client is seeking a client-centric individual with a passion for enhancing the end-user experience to provide front-line technical support services. While working with a diverse team, you will act as the single point of contact for client partners (vendors) while keeping current with all requirements specific to client and account services.

Responsibilities:

  • Collect contact and information from users, open new or update existing tickets; responding to user requests to investigate and resolve hardware and software problems
  • Diagnose and identifying problems utilizing tools from a knowledge management system, specialized hardware and software tools
  • Provide assistance to users by recommending the most effective utilization of computers, standard software packages and their applications and related equipment (workstation and LAN)
  • Classify and categorize incidents; prioritize problems to ensure timely resolution either through first tier support or assignment to Tier 2 or Tier 3 through the established escalation system.
  • Track and follow up on problems reported to the IT Service Desk to ensure proper diagnosis at various levels and service levels are being met in accordance with established service level agreements.
  • Monitor incidents and advise support group of potential/upcoming and actual Service Level breaches
  • Prepares related documentation on system service and maintenance including service request forms, service logs and records
  • Notify Incident Coordinator when a potential Severity 1 incident has been detected.
  • Assign unresolved requests to the appropriate Sr. Service Desk Analyst/Subject Matter Lead.
  • Ensure assigned tickets are handled appropriately during off shift, turnover ongoing activities to next on-site analyst
  • Provide technical services as part of a systems project team by carrying out investigations of new hardware and software developments, assessing potential application to client systems and preparing reports with recommendations to the Team Lead, Sr Analysts/SMEs
  • Maintain contact with external service suppliers and software manufacturers to discuss and evaluate new services and hardware/software for applications.
  • Prepare communications/information materials in conjunction with Team Lead/Sr. Analysts/SMEs, maintain current knowledge for respective accounts/services and of the
  • IT field through attendance at related courses, seminars, presentations, demonstrations, and trade shows.
  • Provide technical services to support system projects for the investigation of new technology developments.

Knowledge:

  • Job requires knowledge of all Microsoft OS Platforms, Microsoft Office Suite, Desktop Hardware troubleshooting, Blackberry troubleshooting packages to utilize structured troubleshooting techniques and diagnose user/account/client system hardware and software problems
  • The ability to provide advice on effective use of computers and standard software for their business applications and carry out assessments of new hardware and software technologies
  • Knowledge of LAN/WAN and telecommunications, desktop networks (e.g. Token Ring) and related hardware (e.g. Intel-based PC’s, network adapters, modems, CD-ROMS, printers and plotters) to install and configure new computer hardware and software, prepare service and maintenance documentation, develop and test desktop software components to meet client needs, prepare information materials for clients on computer equipment utilization, analyze problems and conduct minor repairs to ensure desktop and notebook systems are operating in accordance with service level agreements.

Working Hours:

This resource will work anywhere from 30 to 36.25 hours per week. 

Skills & Qualifications:

Mandatory (Must Haves)

  • 1-2+ Years of previous help desk/technical support/service desk experience in a “Big Desk”, high volume contact center environment analytical and problem solving skills to identify and assess user/account/client system problems resulting from equipment failures, operating system configurations and application errors, recommend/initiate solutions using diagnostic hardware and software applications and techniques and recommend most effective utilization of computers and software applications.
  • The ability to plan, organize and prioritize tasks in a high-pressure environment.
  • A strong customer service orientation with a bias for action in order to meet client and service level agreement requirements.
  • Analytical and evaluative skills to classify and categorize incidents and to notify Incident Coordinators when a potential Severity 1 incident has been detected.
  • Interpersonal and oral communication skills to discuss system failures with clients and recommend/explain solutions and concepts in non-technical term.
  • Written skills to prepare system service documentation, develop reports with recommendations for improvements to systems architecture and prepare aspects of information materials.

#MON

Middleware Specialist

SUMMARY

Our public sector client has an anticipated need for a resource to provide planning, consulting, technical analysis, design, development, testing, implementation and daily support of middleware products.

RESPONSIBILITIES

Task 1

  • Produce Monthly Performance Status Reports

Deliverables

  • All deliverables worked on during past month are included in the report
  • Progress and specific accomplishments against the deliverable are described
  • Also status of consultant’s deliverables compared to the project Baseline

Task 2

  • Review Technical Design
  • Revise Technical Design Based on Review
  • Develop automation scripts based on technical design
  • Implement & Promote to User Test environment
  • Implement & Promote Production environment
  • Document for Knowledge transfer
  • Provide support to the development of integration and data migration requirements
  • Provide support to the Q&A phase of the project
  • Provide stabilization support post the project go-live

Task 3

  • Knowledge transfer to the client’s full-time staff

Deliverables

  • Documentations
  • Walk-through sessions

SKILLS & QUALIFICATIONS

  • Must Have Skills: Azure, Docker, Ansible, Teraform, Weblogic
  • Minimum 10 years of experience in WebLogic V12, WebSphere V9, Informatica V10 configuration, customization, upgrading
  • Minimum 5 years of experience in DevOps toolsets in Azure Cloud, including but not limited to, Docker, Ansible, Packer, Terraform, Azure DevOps Pipelines, OpenShift.
  • Working knowledge and experience in git, including branching and merging strategies (e.g. git-flow), collaborating via pull request and practicing GitOps
  • Working knowledge and experience of designing and implementing infrastructure as code build automation using Terraform and immutable infrastructure with Ansible and Packer
  • Minimum 10 years of experience in systems, data communications and telecommunication technology including experience with RedHat Enterprise Linux V7+, UNIX Solaris V10 and Mainframe IMS Connect, system software and System tools
  • Working knowledge and experience of implementing instances/applications performance tuning, storage/capacity management, DB migration/upgrade, Backup/Disaster Recovery (DR) strategies
  • Working knowledge and experience of clustering Load Balancers, and Firewall configuration and accomplishing the same in Azure cloud
  • Experience with technologies (J2EE, Java) and web technologies (Node.js, Azure Functions, Serverless, Pub/Sub event driven systems, Azure App Gateway)
  • Experience with Informatics Power Centre tools, Designer, Workflow Manager, Workflow
  • Experience on application monitoring and support
  • Highly skilled analysis and problem-solving skills

#MON

Covid-19 Case Manager (Phone-Based)

Covid-19 Case Manager (Phone-Based) 

Are you ready to put your healthcare, counselling, or social work experience to great use in helping to fight the spread of Covid-19? 

The Province of Ontario is increasing the resourcing of contact tracers and case managers to beat back the second wave of Covid-19. We are currently hiring many additional case managers to help identify and manage COVID-19 contact tracing by conducting interviews of patients with confirmed or probable exposure to the virus.  

This phone-based, work-from-home role requires experience with healthcare, social work or counselling patients as it’s critical to be empathic and sensitive to people affected by these difficult circumstances. 

The Case Manager Role: 

  • Assess Covid-19 signs and symptoms, as well as underlying health conditions 
  • Discuss symptom onset to determine the window period for contact exposure risk  
  • Inquire about previous activities to identify who may have been exposed 
  • Elicit information on close contacts, and assess support needs to maintain health and compliance during self-isolation 
  • Facilitate testing and referral to healthcare services and resource care coordination 
  • Provide recommendations for self-isolation and review of daily monitoring procedures 
  • Educate and provide Covid-19 specific information 
  • Record data in provincial case and contact management IT system 

Required Qualifications: 

  • Experience in health care or social work, preferably in interviewing/counseling patients 
  • Knowledge of communicable diseases, infection prevention and control practices 
  • Ability to fluently speak, read and write in English 
  • Able to receive a clear criminal background check 
  • Have a dedicated space with reliable internet for making confidential phone calls 
  • Proficiency with use of computers and ideally Microsoft Office 365 
  • Demonstrated emotional intelligence, empathy and communication skills 
  • Strong problem-solving, collaboration, critical thinking, and decision-making skills 
  • Some knowledge of PHIPA  regulations and ability to maintain confidentiality 
  • Undergraduate degree 

 Preferred Qualifications: 

  • Demonstrated individual, group, community, and population assessment skills 
  • Experience completing health assessments 
  • Additional language skills 

 

The Details: 

This is a full-time, temporary position (6-month contract) for the Ontario Ministry of Health, employed by the Ian Martin Group, and paid $30 per/hour as a starting rate. We will provide all the technology and systems you will need to work remotely.  

We value diversity and inclusion and encourage all qualified people to apply. Please note that due to the high volume of applications for this role, only candidates that match the qualifications will be contacted to move forward with an interview. 

Covid-19 Contact Tracer

Covid-19 Contact Tracer  (ALBERTA only)

Are you ready to help fight the spread of Covid-19? Alberta Health Services is hiring hundreds of additional Contact Tracers to beat back the second wave. 

In this phone-based, work-from-home position you will call people (contacts) who have been exposed to a COVID-19 positive person (tracing) and give them guidance and support on self-isolation and testing.  

Using your experience in working with the public, you will provide empathetic communication while keeping precise records and complete confidentiality. Accurate data is a critical tool in managing the public health outcomes of COVID-19, and your work will contribute directly to the success of our management of this pandemic. 

This full-time, casual role (12-month contract) for Alberta Health Services pays $27.55 per hour. 

Responsibilities of the Role: 

  • Call lists of people exposed to?a?COVID-19?positive person. 
  • Verify the contact’s identity prior to disclosing confidential information.  
  • Notify the contact of their exposure and provide COVID-19 health education. 
  • Employ dynamic interpersonal skills, cultural competency/sensitivity, tactful language, and empathetic interviewing to build rapport with contacts of varied backgrounds. 
  • Provide approved information and guidance on?self-isolation?procedures and what to do if symptoms develop. 
  • Provide information?for testing, healthcare, and other supportive services, as needed, per local protocols. 
  • Communicate in a manner that preserves the confidentiality and privacy of all involved. 
  • Conduct daily check-ins to assess signs/symptoms via locally designated method. 
  • Record data in provincial case and contact management IT system. 

Required Qualifications: 

  • Strong verbal and written English communication skills, including active listening. 
  • Able to receive a clear criminal background check. 
  • Have a dedicated space with reliable internet for making confidential phone calls. 
  • Ability to interact in a non-judgmental manner with culturally diverse populations. 
  • The ability to apply sound judgment in responding to a contact’s issues and concerns. 
  • Ability to adapt to changing environments and receive constructive feedback. 
  • Ability to use discretion, maintain confidentiality and ethical conduct. 
  • Strong time management skills (organization, prioritization, multitasking). 
  • Proficiency with use of smart phone and computers with MS Office 365 (i.e., Outlook, Word). 

Preferred Qualifications: 

  • Experience working in a public-facing role, ideally making outbound phone calls or working at a call centre or in a sales position. 
  • Experience conducting telephone-based or in-person interviews, data collection,?and data entry. 
  • Experience with health education, community outreach, linkage to care, social services, or other public health services. 
  • Fluent in other languages 
  • Completion of a post-secondary degree or diploma  

We value diversity and inclusion and encourage all qualified people to apply. Please note that due to the high volume of applications for this role, only candidates that match the qualifications will be contacted to move forward with an interview. 

Customer Service Representative

You’re a customer service professional with call-centre experience, looking for a short-term opportunity through which you can make a meaningful difference in the lives of Ontarians.

You’re known for your friendly demeanor, professional and courteous phone presence, and your genuine care for the customers you serve. You put your customers first, and easily build connections as you operate with empathy, patience, and a sincere concern for solving their problems.

If you’re looking for a position where you can put your skills to use and start making a difference right away, look no further.

Our public sector client is currently seeking a Customer Service Representative to join their team on a temporary three-month assignment.

As our new customer service representative, you will serve as the first point of contact for callers in a call-centre environment, providing quality customer service and accurate information.

You will:

  • Listen carefully and understand customer requests and inquiries, in a high-volume inbound call centre
  • Leverage a knowledge base and informational materials to offer guidance to callers and provide them with accurate information
  • Escalate concerns/questions as needed
  • Represent our organization professionally to callers

The best person for this role is a quick learner who thrives in a fast-paced environment and enjoys the variety that comes along with working in a high-volume setting. They are engaging communicators, with strong people skills and a desire to help others.

If this sounds like you, we want to meet you! 

 The Details:

This is a full-time temporary position, with a three-month contract to start and some possibility of extension. While standard working hours are Monday to Friday, during standard business hours, our client needs candidates who have the flexibility to work weekend and possibly overnight shifts upon request. The pay rate is $20 per hour.

Qualifications

  • Experience in a customer service role in a call-centre environment
  • Experience using an online ticketing system, CRM, or similar platform, for handling and documenting calls
  • Fluent English is a must have
  • Ability to pass a criminal record background check 

 ABOUT IAN MARTIN:

Looking for Meaningful Work? We can help.

 If you’re a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us. We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.

#MON

Business Integration Specialist – Health Care

SUMMARY

Our public sector client is seeking a client-centric individual to play a leadership role in a major business integration initiative. While working with a diverse team, the successful candid will work with end-users on their transition to and adoption of an enterprise CRM solution in the healthcare industry

RESPONSIBILITIES

Specific

  • Provide strategic advice to the client on how to increase adoption of an enterprise CRM solution
  • Engage with end-users identify and assess opportunity to enhance the functionality of the client’s CRM tool to achieve project outcomes
  • Provide end-user guidance with regards to the business processes and CRM tool workflow 

General

Provide expert advice in developing and integrating process and information models between business processes to eliminate redundancies. Identify and recommend new capability requirements and solution options for implementation in business processes. Participate in the development of business integration methodologies and engage in knowledge transfer to Client resources.

  • Provide expert advice to support more streamlined processes
  • Build positive relationships by developing an understanding of business and deliverable need
  • Liaise with staff at all levels of client’s organization

SKILLS & QUALIFICATIONS

Specific 

  • Healthcare Clinical Informatics Experience
  • Public Sector Health Technology Experience
  • Proven leadership skills with ability to identify areas for improvement, and recommend solutions
  • Preparing reports, presentations, including options, recommendations, implementation plans, designs, strategies and change-management options etc.
  • Assisting with the development of business requirements

Desireable

  • An in-depth understanding of the capabilities and constraints of the Salesforce platform
  • 5+ years of experience working with federal/provincial/broader public-sector healthcare providers 
  • Working knowledge of Health Consent management technologies such as HIPAAT
  • Extensive experience with health care IT systems and standards in Ontario 
  • Knowledge of the Immunization, Pharmacy, Lab, Drug domains as well as other health domains in general 
  • Experience with large complex IT Health related projects
  • Experience with government IT systems and processes.

General

  • Experience with “rapid-based customer requirement gathering techniques” and methods
  • Experience directly supporting the implementation process of business-critical software applications and systems
  • Experience in process decomposition/mapping and business process re-engineering (BPR)
  • Ability to isolate root/actual cause of an issue as opposed to the symptoms of an issue
  • Experience in analyzing resources for the implementation of IT
  • Experience in conducting feasibility studies for business integration projects
  • Experience in business risk management and risk assessment
  • Excellent communication skills with both technical and business audiences
  • Experience in developing business integration methodologies
  • Good conflict resolution, motivational and inter-personal skills
  • Strong business analysis skills
  • Experience in preparing cost/benefit analysis

ABOUT IAN MARTIN

Looking for Meaningful Work? We can help.

If you’re a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com. We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.

#MON

Salesforce Technical Lead

SUMMARY

Our public sector client is seeking an out-come driven Salesforce SME to lead a technical team to translate technical systems specifications into working, tested applications.

RESPONSIBILITIES

  • Oversee day to day development activities from a team of Developers working on the Salesforce.com platform that are using Apex and Visual Force
  • lead cross-functional teams that address strategic business issues
  • lead the development, implementation, and enhancement of technical solutions
  • lead the design/development project plans, including work breakdown and resources estimates
  • Provide technical expertise and advice for the integration of other applications into the Salesforce solution
  • Lead each phase of the full Salesforce.com lifecycle implementations for a CRM tool

SKILLS & QUALIFICATIONS

  • 10+ years of experience in Project management practices, and ability to contribute to design/development project plans, including work breakdown, resource estimates, and status reports
  • Expertise to lead each phase of a full Salesforce.com lifecycle implementation
  • 5+ years of experience in a Technical Lead role, including experience with design and development of Salesforce systems, including integration to other back-end systems
  • Certified Salesforce Developer / Administrator
  • Strong knowledge of CRM business impact
  • Knowledge in SaaS solutions 
  • In-depth understanding of the capabilities and constraints of the Salesforce platform
  • Experience in implementing custom solutions in Salesforce using Apex, ability to create the design for the solution and communicate and guide other developers in the team
  • Experienced in defining systems strategy and requirements, designing and prototyping, planning testing, and supporting training efforts
  • Knowledge of Java, JSON, XML, API calls, HL7/FHIR, Node JS, Python, Restful web services
  • Knowledge of Oracle RDBMs(19c), SQL, PL/SQL, JSON, XML, Unix/Linux shell scripting, optimized database queries, data architecture, data design, modeling and mapping
  • Continuous Integration (CI) practice and enhanced Ci/CD experience and DevOps methodologies and technologies 
  • Demonstrated ability to understand client needs and perform sound technical work
  • Experience in building, designing, and implementing large scale business applications
  • Knowledge of implementation and configuration of enterprise systems
  • Experienced with leading efforts, with minimal supervision, involving relevant Business/Process/IT teams and 3rd party resources 
  • Knowledge and experience with leading-edge technologies, design criteria including usability, security, and privacy for web and mobile applications.

Nice to Haves

  • Health care industry experience
  • Experience working in a clinical environment
  • Experience working for a leading Professional Services Organization (Ie. Deliotte, Accenture, IBM)

ABOUT IAN MARTIN

Looking for Meaningful Work? We can help.

If you’re a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com. We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.

#MON

Training Specialist – RQ00259 – Level 3

SUMMARY

Our public sector client requires a results-oriented individual to provide product training to both technical and non-technical users. While working with a diverse team, the resource will develop, design, and deliver training material to stakeholders and end-users in multiple regions and jurisdictions across Ontario.

RESPONSIBILITIES

  • Work with the suppliers to understand and validate training services
  • Work with the client’s business partners in other regions and jurisdictions to ensure that the training curriculum and materials are designed effectively to optimize knowledge acquisition and retention
  • Work with the Client and internal project teams to develop the overall training strategy that will feed the detailed training plans
  • Supplement the work of an incumbent Trainer to provide additional bandwidth.
  • Work closely with the Client’s Communications team to support all communications
  • Gather feedback and incorporate opportunities into the Training Strategy
  • Ensure project streams are executing according to the strategy
  • Assess instructional effectiveness and determine the impact of training on employee skills and KPIs
  • Gather feedback from trainers and trainees after each educational session
  • Maintain updated curriculum database and training records

SKILLS & QUALIFICATIONS

Must Haves:

  • Proven work experience as a Training Coordinator, Trainer, Training Facilitator or similar role on CRM Solutions
  • Proven experience developing a training strategy
  • Experience creating and executing project plans
  • Proven ability to complete full training cycle (assess needs, gap analysis, plan, develop, coordinate, monitor and evaluate)
  • Hands-on experience coordinating multiple training events in a corporate setting
  • Ability to partner with internal/external stakeholders and liaise with experts regarding training planning
  • Experience maintaining an updated curriculum database and training records

Training Curriculum Development

  • Proven knowledge of adult instructional and learning theory and principles
  • Proven knowledge of instructional design theory and implementation
  • Experience designing and developing training programs and materials (outsourced and/or in-house)
  • Demonstrated ability to evaluate and select appropriate training methods or activities
  • Ability to assess instructional effectiveness and determine the impact of training on employee skills and KPIs
  • Experience with e-learning platforms
  • Ability to partner with internal/external stakeholders and liaise with experts regarding instructional design

Communications and Project Management skills

  • Proven excellence in communications and documentation in relation to training planning and implementation
  • Ability to build and maintain a relationship with multiple stakeholders
  • Ability to communicate effectively and act as a liaison between stakeholders, clients, project teams and the communications team regarding all training activities
  • Demonstrated project management experience
  • Experience effectively managing and reporting to governance

Nice to Haves:

  • Health care industry experience
  • Experience working for community health clinics
  • Experience providing training and support for clinicians

 ABOUT IAN MARTIN

Looking for Meaningful Work? We can help.

If you’re a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at?recruit@ianmartin.com. We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.  

#MON

Service Desk Analyst

SUMMARY

Our public sector client is seeking a client-centric individual with a passion for enhancing the end-user experience to provide front-line technical support services. While working with a diverse team, you will act as the single point of contact for client partners (vendors) while keeping current with all requirements specific to client and account services.

Responsibilities:

  • Collect contact and information from users, open new or update existing tickets; responding to user requests to investigate and resolve hardware and software problems
  • Diagnose and identifying problems utilizing tools from a knowledge management system, specialized hardware and software tools
  • Provide assistance to users by recommending the most effective utilization of computers, standard software packages and their applications and related equipment (workstation and LAN)
  • Classify and categorize incidents; prioritize problems to ensure timely resolution either through first tier support or assignment to Tier 2 or Tier 3 through the established escalation system.
  • Track and follow up on problems reported to the IT Service Desk to ensure proper diagnosis at various levels and service levels are being met in accordance with established service level agreements.
  • Monitor incidents and advise support group of potential/upcoming and actual Service Level breaches
  • Prepares related documentation on system service and maintenance including service request forms, service logs and records
  • Notify Incident Coordinator when a potential Severity 1 incident has been detected.
  • Assign unresolved requests to the appropriate Sr. Service Desk Analyst/Subject Matter Lead.
  • Ensure assigned tickets are handled appropriately during off shift, turnover ongoing activities to next on-site analyst
  • Provide technical services as part of a systems project team by carrying out investigations of new hardware and software developments, assessing potential application to client systems and preparing reports with recommendations to the Team Lead, Sr Analysts/SMEs
  • Maintain contact with external service suppliers and software manufacturers to discuss and evaluate new services and hardware/software for applications.
  • Prepare communications/information materials in conjunction with Team Lead/Sr. Analysts/SMEs, maintain current knowledge for respective accounts/services and of the
  • IT field through attendance at related courses, seminars, presentations, demonstrations, and trade shows.
  • Provide technical services to support system projects for the investigation of new technology developments.

Knowledge:

  • Job requires knowledge of all Microsoft OS Platforms, Microsoft Office Suite, Desktop Hardware troubleshooting, Blackberry troubleshooting packages to utilize structured troubleshooting techniques and diagnose user/account/client system hardware and software problems
  • The ability to provide advice on effective use of computers and standard software for their business applications and carry out assessments of new hardware and software technologies
  • Knowledge of LAN/WAN and telecommunications, desktop networks (e.g. Token Ring) and related hardware (e.g. Intel-based PC’s, network adapters, modems, CD-ROMS, printers and plotters) to install and configure new computer hardware and software, prepare service and maintenance documentation, develop and test desktop software components to meet client needs, prepare information materials for clients on computer equipment utilization, analyze problems and conduct minor repairs to ensure desktop and notebook systems are operating in accordance with service level agreements.

Working Hours:

This resource will work anywhere from 30 to 36.25 hours per week. 

Skills & Qualifications:

Mandatory (Must Haves)

  • 1-2+ Years of previous help desk/technical support/service desk experience in a “Big Desk”, high volume contact center environment analytical and problem solving skills to identify and assess user/account/client system problems resulting from equipment failures, operating system configurations and application errors, recommend/initiate solutions using diagnostic hardware and software applications and techniques and recommend most effective utilization of computers and software applications.
  • The ability to plan, organize and prioritize tasks in a high-pressure environment.
  • A strong customer service orientation with a bias for action in order to meet client and service level agreement requirements.
  • Analytical and evaluative skills to classify and categorize incidents and to notify Incident Coordinators when a potential Severity 1 incident has been detected.
  • Interpersonal and oral communication skills to discuss system failures with clients and recommend/explain solutions and concepts in non-technical term.
  • Written skills to prepare system service documentation, develop reports with recommendations for improvements to systems architecture and prepare aspects of information materials.

#MON

Service Desk Analyst (in Toronto, Ontario)

Responsibilities:

  • Collect contact and information from users, open new or update existing tickets; responding to user requests to investigate and resolve hardware and software problems
  • Diagnose and identifying problems utilizing tools from a knowledge management system, specialized hardware and software tools
  • Provide assistance to users by recommending the most effective utilization of computers, standard software packages and their applications and related equipment (workstation and LAN)
  • Classify and categorize incidents; prioritize problems to ensure timely resolution either through first tier support or assignment to Tier 2 or Tier 3 through the established escalation system.
  • Track and follow up on problems reported to the IT Service Desk to ensure proper diagnosis at various levels and service levels are being met in accordance with established service level agreements.
  • Monitor incidents and advise support group of potential/upcoming and actual Service Level breaches
  • Prepares related documentation on system service and maintenance including service request forms, service logs and records
  • Notify Incident Coordinator when a potential Severity 1 incident has been detected.
  • Assign unresolved requests to the appropriate Sr. Service Desk Analyst/Subject Matter Lead.
  • Ensure assigned tickets are handled appropriately during off shift, turnover ongoing activities to next on-site analyst
  • Provide technical services as part of a systems project team by carrying out investigations of new hardware and software developments, assessing potential application to client systems and preparing reports with recommendations to the Team Lead, Sr Analysts/SMEs
  • Maintain contact with external service suppliers and software manufacturers to discuss and evaluate new services and hardware/software for applications.
  • Prepare communications/information materials in conjunction with Team Lead/Sr. Analysts/SMEs, maintain current knowledge for respective accounts/services and of the
  • IT field through attendance at related courses, seminars, presentations, demonstrations, and trade shows.
  • Provide technical services to support system projects for the investigation of new technology developments.

Knowledge:

  • Job requires knowledge of all Microsoft OS Platforms, Microsoft Office Suite, Desktop Hardware troubleshooting, Blackberry troubleshooting packages to utilize structured troubleshooting techniques and diagnose user/account/client system hardware and software problems
  • The ability to provide advice on effective use of computers and standard software for their business applications and carry out assessments of new hardware and software technologies
  • Knowledge of LAN/WAN and telecommunications, desktop networks (e.g. Token Ring) and related hardware (e.g. Intel-based PC’s, network adapters, modems, CD-ROMS, printers and plotters) to install and configure new computer hardware and software, prepare service and maintenance documentation, develop and test desktop software components to meet client needs, prepare information materials for clients on computer equipment utilization, analyze problems and conduct minor repairs to ensure desktop and notebook systems are operating in accordance with service level agreements.

Working Hours:

This resource will work anywhere from 20 to 36.25 hours per week. 

Skills & Qualifications:

Mandatory (Must Haves)

  • 1-2+ Years of previous help desk/technical support/service desk experience in a “Big Desk”, high volume contact center environment analytical and problem solving skills to identify and assess user/account/client system problems resulting from equipment failures, operating system configurations and application errors, recommend/initiate solutions using diagnostic hardware and software applications and techniques and recommend most effective utilization of computers and software applications.
  • The ability to plan, organize and prioritize tasks in a high-pressure environment.
  • A strong customer service orientation with a bias for action in order to meet client and service level agreement requirements.
  • Analytical and evaluative skills to classify and categorize incidents and to notify Incident Coordinators when a potential Severity 1 incident has been detected.
  • Interpersonal and oral communication skills to discuss system failures with clients and recommend/explain solutions and concepts in non-technical term.
  • Written skills to prepare system service documentation, develop reports with recommendations for improvements to systems architecture and prepare aspects of information materials.