GAME ON – OLG needs you
We said GAME ON, and we meant it-OLG is rapidly changing its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based casino channels. In our fiscal year 2019-20 alone, OLG delivered over $ 2.3 billion in net revenue to the Province of Ontario. OLG is now further expanding our horizons, 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 to be passionate Service Desk Specialist to perform day-to-day Service Desk delivery to ensure minimal business inconvenience while providing exceptional customer service. Act as the main point of contact for end-users with Technology-related queries and support Service Desk operations in the day-to-day fulfillment of user assistance requests, investigate incidents, provide troubleshooting expertise and resolve situations when they arise.
YOUR ROLE IN THE GAME
Reporting to the Sr Manager, Service Desk, you will be empowered to:
- Performs day-to-day delivery of Service Desk services (e.g. including connect walk in service, PC/Workstation software, hardware, handheld, Technical Troubleshooting, IT systems management, User account, User Access Management and Request Fulfillment) , including the delivery of services based on standardized work practices and processes that support 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, product and service innovation projects throughout the lifecycle (i.e., planning/managing work on detailed release activity, service readiness/acceptance, transition of service, compliance reporting etc.) to minimize any business disruption
- Classifies and raises incidents according to OLG Service Classification requirements, including escalating requests or incidents to appropriate groups (if necessary) in a timely manner to improve resolution time
- Supports the development, implementation and compliance of the ITIL process for the Service Operations Service Desk area (e.g. incident troubleshooting/resolution/change management, escalation), including providing relevant reporting to ensure capability monitor and transparency
- Service Desk tickets are managed from the queue management system to ensure services meet pre -defined service level agreement (SLA) targets including escalating issues as needed, to ensure timely resolution and stakeholder satisfaction
- Prepares technical documentation of Service desk troubleshooting activities to ensure consistent quality of services.
- Assists in root canal analysis, research and solution development for new and unknown issues at the Service Desk to resolve issues in a timely manner
- Contributes to ongoing improvement opportunities for Service Desk support services in order to drive improvement of efficiency metrics
WHAT YOU NEED TO PLAY
Work experience: At least three (3) years experience in the gradual advancement of roles within Technology or related roles. Minimum of two (2) years experience in Service Desk Support. Excellent in technical troubleshooting, technology incident management, problem solving and help desk functions.
Education: Post-secondary degree, preferably in information systems, business administration and/or project management disciplines, or an equivalent combination of education, training and experience.
Basics around:
- PC/Workstation Software
- PC/Workstation Hardware
- Handheld Hardware
- Technical Troubleshooting
- Technology System Management
- Help desk
- Technology Incident Management
- Problem Management
- Technology Service Improvement
- Critical Skills: Analytical Thinking. Relationship Management. Decision Making and Critical Thinking. Continuing Education. Team Orientation. Planning: Tactical and Strategic.
PERKS OF JOINING OUR TEAM
Part of Larger Image: socially responsible company that returns all its profits to the province and people of Ontario
Flexible Work Environment: to help balance both work and life
You are important: family work activities and long distance work
Freedom to Change: supports new and better ways to be successful
Be Your True Self: environment that values diversity as a source of strength
Multiple Studies: 24-7 access to robust online learning programs
Public Service Pension Plan: participate in a large defined benefit pension plan sponsored by the Government of Ontario
Variable Pay Program: performance -based incentives to share in our success (Permanent OLG Employees Only)
Learn about OLG – GAME ON!
OLG’s goal is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion dollar organization with a wide range of business lines including, lottery, land-based casino, digital lottery and casino, horseracing, and charitable gaming. OLG is in the midst of massive change focused on customer obsessed and taking our digital business to a new level.
The key to our success is our people. Our culture will be the basis of true, positive organizations that embrace trust, clarity, and openness in everything we do. We support and empower employees and teams throughout the organization through greater accountability, leadership development and growth opportunities. OLG welcomes more flexible work options and family work activities including remote work.
Equality, diversity, and inclusion are essential elements of our culture, the foundation of our values of respect, integrity, management, and excellence. At OLG, our employees have the space to be themselves and use their insights and skills to benefit the people and the Province of Ontario.
As we reshape and grow our business, we are unwavering when it comes to living our goal, and ensuring that our business delivers meaningful benefits for the people of Ontario. OLG’s net revenues are repatriated to the province, contributing to the quality of life of Ontarians.
To learn more about OLG go to our website at www.olg.ca
We look forward to hearing from you, interested applicants please apply online before April 18, 2022.
OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at [email protected] if you need accommodation at any time throughout the hiring process.
We appreciate your interest in this opportunity; however, only individuals selected for an interview will be contacted.