Service Desk Specialist

Service Desk Specialist

GAME ON - OLG needs you

We’ve said GAME ON, and we mean it - OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based casino channels. In our fiscal 2019-20 year alone, OLG delivered over $2.3 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.

We are ready to take this game to the next level and need a passionate Service Desk Specialist to The Service Desk Specialist executes the day-to-day delivery of Service Desk to ensure mínimal disruption to the business while providing exceptional customer service. Acts as a primary point of contact for end-users with Technology related queries and supports Service Desk operations in day-to-day fulfillment of user assistance requests, investigates incidents, provides troubleshooting expertise and resolves situations as they arise.

YOUR ROLE IN THE GAME

Reporting to the Sr Manager, Service Desk, you will be empowered to:

- Executes the day to day delivery of Service Desk services (e.g. including the connect walk in service, PC/Workstation software, hardware, handheld, Technical Troubleshooting, IT systems management, User accounts, User Access Management and Request Fulfillment), including delivering services based on standardized work practices and processes that supports the Service Desk activities (Incident/Break Fix/ IVR Calls, ServiceNow Tickets/ Access Help/ OLG Connect locations/ pick & ship, guest wireless, EDRM priority) etc.) to ensure business stability
- Implements processes for new and existing Service Desk initiatives, products and services change projects across the entire lifecycle (i.e. detailed release activity task planning/management, service readiness/acceptance, service transition, compliance reporting etc.) to minimize any disruptions to the business
- Classifies and elevates incidents as per OLG Service Classification requirements, including escalating requests or incidents the appropriate groups (as required) in a timely manner to improve time to resolution
- Supports the ITIL process development, implementation and adherence for the Service Operation Service Desk area (e.g. incident troubleshooting/ resolution/ change management, escalation), including providing related reporting to ensure traceability and transparency
- Handles Service Desk tickets from the queue management system to ensure services are meeting the predefined service level agreement (SLAs) targets including escalating issues as necessary, to ensure timely resolution and stakeholder satisfaction
- Prepares technical documentation of Service desk troubleshooting activities to ensure consistent quality of services.
- Assists in root-cause analysis, solution research and development for new and unknown Service Desk issues to resolve issues in a timely manner
- Contributes to continuous improvement opportunities for Service Desk support services in orders to drive improve efficiency metrics

WHAT YOU NEED TO PLAY
- Work Experience:_ Minimum of three (3) years’ experience in progressively advancing roles within Technology or related function | Minimum of two (2) years’ experience in Service Desk Support | Proficient in technical troubleshooting, technology incident management, problem resolution and help desk functions
- Education: _Post-secondary degree, preferably in information systems, business administration and/or project management discipline, or an equivalent combination of education, training and experience
- Critical Skills:_ Primary knowledge around : PC/Workstation Software | PC/Workstation Hardware | Handheld Hardware | Technical Troubleshooting | Technology Systems Management | Help Desk | Technology Incident Management | Problem Management | Technology Service Improvement | Analytical Thinking | Relationship Management | Decision Making and Critical Thinking | Continuous Learning | Team Orientation | Planning: Tactical and Strategic
- Negotiation and Influence_: ability to negotiate and influence effectively while being open to perspectives and maintaining strong relationships
- Strategic Thinker_: strong strategic and critical thinker with ability to delve into unique challenges and find creative solutions
- Collaboration & Fun_: inclusive and collaborative work style while creating fun and excitement in our work
- Integrity and Trust_: do what's right and operate with transparency and openness

PERKS OF JOINING OUR TEAM
- Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario
- Flexible Work Environment: to help balance both work and life
- You Matter: family friendly work practices and remote work
- Freedom to Innovate: supports new and better ways to be successful
- Be your Authentic S