Service Desk Order Management

Job Description

Duration of contract - Over 1 year

Level 1 (junior 2 – 4 yrs experience)

Network Access Services

•     Provision Network Access Services (WAN, LAN, WLAN, VPN, Firewall) requests
•     Participate in bi-weekly Vendor meetings
•     Identify process issues and liaise between vendor/client/telecom
•     Provide weekly status updates to telecom
•     Leverage tools such as Vendor CMDB (Contract Management Data Base)
•     Provision Network Access Services requests
•     Attend firewall meetings
•     Maintain CMDB

Wireless Provisioners

•    Utilize vendor portals to submit requests to add change/modify and delete wireless products adhering to VOR and OPS procurement policies
•    Continuously  provide  the  client  status  of  the  order,  providing  tracking  numbers,  welcome
packages etc where applicable
•    Provide the clients with quotes for hardware and voice/data plans to ensure the client gets the best product for their type of business.
•    Expedite escalations accordingly
•    Handle billing requests and will provide information directly to the vendor to make the required changes
•    Focused on maintaining high quality customer service

Wireline Provisioners

•    Duties to include: add, change/modify, and delete wireline requests while adhering to OPS
procurement policies.
•    Continuously provide the client with a status of the order, providing tracking numbers, and sending welcome packages when applicable
•    Expedite escalations accordingly
•    Must be able to utilize the proper Vendors per order
•    Accountable for processing billing changes
•    Focused on maintaining high quality customer service as well as not missing commitments.

Account Management Services Fulfiller

•    Utilize multiple application & resources to complete requests to add/change/modify and delete
employee’s account while adhering to OPS best practices.
•    Provide the clients with general information on the request completed including credentials help documentation, welcome packages etc. where applicable.
•    Fulfill escalations accordingly.
•    Provide clients with knowledge and suggestions to ensure the client gets the best results.
•    Continued Focus  on  maintaining high  quality customer service as  well  as  maintaining met commitments.
The Resource will also be required to:

•     Complete work and achieve milestones within the assigned deadlines;

•     Notify the Cluster/Ministry project Manager in writing of any issues or other material concerns related to the assignment deliverables, as soon as the he/she becomes aware of them;
•     Submit deliverables for the Cluster/Ministry approval as they are completed;

•     Comply with the Ontario Government and the Cluster/Ministry security procedures and practices;

•     Comply with the Ontario Government and the Cluster/Ministry architecture/technology standards and best practices;
•     Comply with the Ontario Government and the Cluster/Ministry Conflict of Interest and

Confidentiality Guidelines;

•     Provide knowledge and skill transfer to a designated Cluster/Ministry staff; and

•     Comply with the Ontario Government I&IT Directive, Operational Policy on the I&IT Project

Gateway Process, and other applicable Guidelines, Standards and Procedures.

Qualifications

Additional Information