ServiceDesk Order Management - Junior consultant - desktop svs

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.