Systems Admin/Operation Support Specialist, Contract, St. Catharines, ON, Posting No. 70

Company: TLW

Phone: 416.510.3011

start Date:
Deadline: 2/21/2013

Length: Approximately 195 workdays Respond By: February 21, 2013 Type of Contract: Part-time with the following details: ·          The resource will work at St. Catharines, Ontario anywhere from 20 to 36.25 hours per week in shifts that may range from 4 to 12 hours in a 24/7 365 days per year environment. The resource may be expected to work in an after-hours (24hr) rotation. This scheduling is based on business requirements; ·          Payment is strictly based on our client’s approved hours worked and the agreed upon hourly rate. No travel or accommodation expenses will be compensated. Background Information: ·          The purpose of our client’s Service Management Branch is to: o    Provide a single enterprise service desk for all users of client’s Technology; o    Provide consolidated infrastructure service fulfillment and provisioning; o    Provide enabling Infrastructure Technology Service Management (ITSM) processes to support client’s Information Technology Services Operations; ·          Our client’s IT Service Desk (SD) is a “Tier 1” support services delivery organization. Tier 1 support services are defined as the “first point of contact” for all end-user service interruptions associated with the technical infrastructure that supports our client’s users. The SD provides end-user support to 68,000 client’s staff members throughout Ontario; ·          Incoming incidents and service request are handled in the following manner: 1.      End-user contacts the Service Desk (SD) by telephone, voicemail, facsimile, email, SODO (Service Order Desk Online); 2.      SD receives and logs the request in the call management system (Remedy);