Technical Help Desk - Workforce Analyst

Job summary

Build and maintain help desk schedules, manage vacation planning and workforce allocation, and perform forecasting and capacity planning across weekly, monthly, and annual horizons. Monitor staffing and operational performance, report on key service metrics, and collaborate with leaders and workforce stakeholders to identify trends and recommend improvements.

Job details

Technical Help Desk - Workforce Analyst Location: Toronto, ON Onsite Flexibility: Hybrid — 2 days/week in office (Tuesday & 2nd Friday); should be flexible to changes in office days Contract Details Position Type: Contract Contract Duration: 12 months (with potential for extension or conversion to FTE, dependent on business needs and performance) Pay Rate: C$30.00–C$35.00 / Hour (CAD) Shift / Schedule: Monday to Friday, 37.5 hours/week; rotating shifts covering 7:00 AM – 6:00 PM (7am–3pm / 8am–4pm / 9am–5pm / 10am–6pm) --- Job Summary The individual is responsible for providing workforce management support for a Technical Help Desk environment operating on a 24/7 and 365 basis. The successful candidate will support scheduling, forecasting, capacity planning, reporting, and workforce optimization activities across a continuous operation. This is a high-impact role directly responsible for capacity planning and helping the organization achieve operational targets and service levels, with significant visibility into Technical Help Desk operations. The candidate will have the opportunity to influence workforce planning decisions, recommend process improvements, and gain exposure to enterprise workforce management, reporting, and operational analytics. The role involves daily collaboration with Technical Help Desk leadership, the Workforce Management team, supervisors, and service desk stakeholders on a small, tight-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 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 Requirements 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 Requirements Power BI dashboard creation. Power Automate. Additional workforce management platforms. Technical Help Desk workforce management experience in large enterprise environments. Required Skills Soft Skills: Independent thinker. Attention to detail. Strong communication skills. Quick learner. Ability to identify operational risks and recommend solutions proactively. Strong critical thinking and decision-making skills. Ability to perform effectively in high-pressure environments. --- Preferred Skills --- Required Experience 3–6 years of Workforce Management / Workforce Analyst experience. --- --- About the Client This client is a large, full-service multinational financial institution offering a comprehensive range of banking, wealth management, and capital markets products and services to individuals, businesses, and institutional clients across its home market and internationally, with significant commercial and investment banking presence in the United States and other global markets. The organization employs professionals across technology, operations, finance, and enterprise programs — including workforce analysts, business analysts, DevOps engineers, and service desk specialists — who collaborate across a structured, purpose-driven culture with well-developed recognition programs and meaningful commitments to inclusion and diversity. It is a strong fit for professionals seeking stability, structured career development, and competitive compensation within a major financial institution. --- About GTT GTT is an NMSDC-certified Minority Business Enterprise (MBE) headquartered in Portsmouth, New Hampshire. GTT is a subsidiary of Chenega Corporation, an Alaska-based company and one of the largest Alaska Native-owned corporations. An Inc. 5000 honoree and one of SIA's Best Staffing Firms to Work For, GTT connects professionals with Fortune 500 organizations across IT, engineering, construction, utilities, life sciences, financial services, and healthcare throughout the U.S. and Canada. We're committed to diverse, inclusive workplaces and to placing people in roles where they can do their best work. --- Job Number: 26-18898 Industry: Data & Analytics

What you’ll do

Build and maintain help desk schedules, manage vacation planning and workforce allocation, and perform forecasting and capacity planning across weekly, monthly, and annual horizons. Monitor staffing and operational performance, report on key service metrics, and collaborate with leaders and workforce stakeholders to identify trends and recommend improvements.

Requirements

Requires 3–6 years of workforce management or workforce analyst experience in a help desk, service desk, or contact centre environment, including hands-on use of Verint or a similar platform. Candidates should have experience with capacity planning, forecasting, scheduling, vacation planning, telephony systems, Tableau, ServiceNow, and Workday, and be comfortable working rotating shifts.

Listed skills

• Forecasting · Preferred
• scheduling · Preferred
• Attendance Management · Preferred
• Tableau · Preferred
• Workday · Preferred
• Power BI · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Workforce Management
• Capacity Planning
• Forecasting
• Scheduling
• Vacation Planning
• Real-Time Performance Monitoring
• Attendance Management
• Schedule Adherence
• Operational Reporting
• KPI Analysis
• Verint
• Telephony Systems
• Tableau
• ServiceNow
• Workday
• Power BI

Job areas

• Data & Analytics
• Technology
• Customer Service & Support
• Management & Leadership

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