Posted 4 days ago
Information Technology Help Desk Analyst
@ Bay Street Staffing
Toronto, Ontario
Overview
Bay Street Staffing is hiring a contract Senior Workforce Management Analyst for a leading Canadian bank's Technical Help Desk team. The 12-month hybrid role covers scheduling, capacity planning, reporting and service level attainment for a 24/7 service desk. Hours are 37.5 per week on rotating shifts between 7 a.m. and 6 p.m., with 2 office days per week in Toronto.
Responsibilities:
- Build and maintain help desk agent schedules
- Perform weekly, monthly and annual capacity planning
- Track KPIs including service levels and adherence
- Create reports and dashboards in enterprise tools
Requirements summary:
- 3+ years workforce management or workforce analyst experience
- Help desk, service desk or contact centre experience
- Hands-on Verint or similar WFM platform experience
- Tableau, ServiceNow and Workday reporting experience
- Comfortable with rotating shifts from 7 a.m. to 6 p.m.
Tools & skills
Source and dates
Source type not verified · apify-linkedin
- Employer posting date
- 2026-11-09
- First seen by our source
- 2026-11-14
- Source record updated
- 2026-11-14
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Senior |
| Department | Business operations |
| Experience | 3+ years |
| Hours per week | 37.5 |
| Schedule | day, evening |
| Travel | air: none · ground: none |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Bay Street Staffing
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Bay Street Staffing is Canada's leading boutique recruitment agency.
Full company description
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.
- LinkedIn followers
- 131,054
- People associated on LinkedIn
- 38
- Reported office locations
- 301 King St. West 2nd Floor, Toronto, ON M5V1J5, CA
- Other recorded names
- Bay Street Staffing
- Specialties
- Recruitment
- Human resources
- Talent Acquisition
- Sales
- Capital Markets
- Agile
- Fintech
- Scrum
- Team Management
- Agile Methodologies
- Marketing
- Social Media Marketing
- CIM
- Finance
- Securities
- Investments
- Business Development
- and Employee Engagement
- Profile identifies a recruitment agency
- Yes
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…
| Field | Value |
|---|---|
| Industry | Staffing and Recruiting |
| Company size | 11-50 employees |
| Headquarters | Toronto, ON |
| Organization type | Privately Held |
| Year founded | 2010 |
| Specialties | RecruitmentHuman resourcesTalent AcquisitionSalesCapital MarketsAgileFintechScrumTeam ManagementAgile Methodologies |
| Open jobs on Jobsy | 44 |
| View page |
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
Journal
Only you can see this. Kept on this device, and in your account when you sign in.