Posted 2 hours ago
Technical Help Desk Operations Analyst - Workforce Management
@ Procom
Toronto, Ontario
Overview
Procom is hiring a Technical Help Desk Operations Analyst for Workforce Management on a 12-month contract for its banking client in Toronto. The role covers scheduling, vacation planning, capacity planning, forecasting and KPI reporting for a 24/7 help desk. The arrangement is hybrid with 2 days a week onsite, and the start date is ASAP.
Pay:
$27.20–$34 an hour
Responsibilities:
- Build and maintain help desk agent schedules
- Manage vacation planning and workforce allocation
- Perform weekly, monthly and annual capacity planning
- Monitor KPIs and produce workforce reports and dashboards
Requirements summary:
- 3+ years workforce management or workforce analyst experience
- Experience in help desk, service desk or contact centre
- Hands-on Verint or similar WFM platform
- Tableau and ServiceNow reporting experience
Tools & skills
Source and dates
Employer career site / ATS feed · careerpage
- Employer posting date
- 2026-11-10
- First seen by our source
- 2026-11-10
- Source record updated
- 2026-11-10
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Business operations |
| Experience | 3+ years |
| 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.
Procom
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.
Full company description
Procom is one of North America’s leading staffing and contract workforce services providers. Successfully meeting the needs of Fortune 500 clients since 1978, we have 18 offices across North America, with over 12,500 skilled professionals currently on assignment. We are an award winning staffing firm. Discover more about our Best of Staffing award and what real clients and job seekers have to say about working with Procom by checking out our client and talent ratings on ClearlyRated. Procom has long been recognized as a market-leading source of high-performing services and solutions that transform how our clients acquire and manage the very best talent. Relying on the excellence of individuals to make a difference, we know that people matter. And we want to work with you. CNESST License: AP-2504746, AR-2504747, AP-2000583, AR-2000584
- LinkedIn followers
- 195,312
- People associated on LinkedIn
- 1,304
- Reported office locations
- 30 St Clair Ave W, Toronto, Ontario M4V 3A1, CA
- 320 March Rd, 200, Ottawa, Ontario K2K 2E3, CA
- 333 7 Ave SW, Suite 2100, Calgary, Alberta T2P 2Z1, CA
- 10025 - 102A Avenue, Suite 1800, Edmonton, Alberta T5J 2Z2 , CA
- 1021 W Hastings St, Suite 1100, Vancouver, British Columbia V6E 0C3, CA
- 1280 Boulevard Lebourgneuf, 300, Québec, Quebec G2K 0H1, CA
- 1130 Situs Court, Suite 216, Raleigh, North Carolina 27606 , US
- Other recorded names
- Procom
- Specialties
- Hybrid Statement of Work and Contractor Management Technology
- Profile identifies a recruitment agency
- Yes
Procom is one of North America’s leading staffing and contract workforce services providers. Successfully meeting the needs of Fortune 500 clients since 1978, we have 18 offices across North America, with over 12,500 skilled professionals currently on assignment. We are an award winning staffing firm. Discover more about our Best of Staffing award and what real clients and job seekers have to say about working with…
| Field | Value |
|---|---|
| Industry | IT Services and IT Consulting |
| Company size | 201-500 employees |
| Headquarters | Toronto, Ontario |
| Organization type | Privately Held |
| Specialties | Hybrid Statement of Work and Contractor Management Technology |
| Open jobs on Jobsy | 233 |
| View page |
Technical Help Desk Operations Analyst - Workforce Management:
On behalf of our Banking client, Procom is searching for a Technical Help Desk Operations Analyst - Workforce Management for a 12-month role. This position is a hybrid position with 2 days onsite at our client’s Toronto office.
Technical Help Desk Operations Analyst - Workforce Management - Job Description:
The individual will support the bank's Technical Help Desk operations and workforce management functions in a 24/7 support environment. This role involves capacity planning, scheduling, vacation management, forecasting, reporting, and operational service level management.
Technical Help Desk Operations Analyst - Workforce Management - 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.
Technical Help Desk Operations Analyst - Workforce Management - Mandatory Skills:
• 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.
Technical Help Desk Operations Analyst - Workforce Management – Nice-to-Have Skills:
• Power BI dashboard creation.
• Power Automate.
• Additional workforce management platforms.
• Technical Help Desk workforce management experience in large enterprise environments.
Technical Help Desk Operations Analyst - Workforce Management – Assignment Length:
This is a 12-month contract position.
Technical Help Desk Operations Analyst - Workforce Management - Start Date:
ASAP.
Technical Help Desk Operations Analyst - Workforce Management - Assignment Location:
Toronto, Ontario, Canada. This is a hybrid role requiring 2 days in the office per week.
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