Description
Our Toronto client is seeking a Service Desk Analyst for a 372 days contract.
Accountabilities:
Process, fulfil, and/or coordinate standard service request types (move, add, change) for the infrastructure services
Provide quick and effective access to standard service requests via a separate channel with pre-defined approvals and qualification processes
Provide a control point where all requests can be monitored against their commitments to the end-user with pro-active notifications
Increase the level of control over these types of standard requests which will aid in reducing the cost for these services to the organization
Provide information to users about the availability of services and the procedures for obtaining them
Process, fulfil and/or coordinate the components of standard services leaving multiple activities/transactions required seamless to the user
Create and submit purchase requisitions to Vendor of Record using financial systems to acquire requested products and services, capture information required for accurate billing and complete financial receiving
Ensure all provisioning of desktop hardware and software and other Infrastructure orders adhere to procurement policies and that all requests are within approved I&IT Standards.
Track orders to approved costs, and to ensure on time delivery, expedite as required and control receipt verification process.
Using case management tool, maintain and track order to completion ensuring work orders are updated and all necessary information is captured
Facilitate an exception process where hardware and software requests are not approved standards.
Obtains quotes for non-standard acquisitions and seeks approval of appropriate technology owners to acquire non-standard goods
Conduct competitive procurement practices
Provision Network Access Services (WAN, LAN, WLAN, VPN, Firewall) requests
Participate in bi-weekly Vendor meetings
Identify process issues and liaise between vendor/client/telecom
Provide weekly status updates to telecom
Leverage tools such as SMIS and Vendor CMDB
Provision Network Access Services requests
Attend Firewall meetings
Maintain CMDB
Wireless Provisioners
Utilize vendor portals to submit requests to add change/modify and delete wireless products adhering to procurement policies
Continuously provide the client status of the order, providing tracking numbers, welcome packages etc where applicable
Provide the clients with quotes for hardware and voice/data plans to ensure the client gets the best product for their type of business.
Expedite escalations accordingly
Handle billing requests and will provide information directly to the vendor to make the required changes
Focused on maintaining high quality customer service
Wireline Provisioners
Duties to include: add, change/modify, and delete Wireline requests while adhering to OPS procurement policies.
Continuously provide the client with a status of the order, providing tracking numbers, and sending welcome packages when applicable
Expedite escalations accordingly
Must be able to utilize the proper Vendors per order
Accountable for processing billing changes
Focused on maintaining high quality customer service as well as not missing commitments.
Requirements:
Utilize multiple application & resources to complete requests to add/change/modify and delete employee's account while adhering to best practices.
Provide the clients with general information on the request completed including credentials help documentation, welcome packages etc. where applicable.
Fulfill escalations accordingly.
Provide clients with knowledge and suggestions to ensure the client gets the best results.
Continued Focus on maintaining high quality customer service as well as maintaining met commitments.