Help Desk Operator

Ottawa, Ontario, Canada

Overview

The Help Desk Operator is responsible for the work order creation and assignment of work to the various departments and subcontractors within the Trillium Line Project.

Operators are required to use various communication technologies including but not limited to radio, telephone, and email to Communicates with the TOCC, colleagues and Subcontractors to ascertain defect information and accurately input them into the Maintenance Management and Performance Reporting System (MMPRS).

Once all the defect information has been ascertained, the Operator is to review the reported defect to establish the KPM impact or if it is a repeat failure. Once stablished, the Operator shall liaise with the relevant department(s) and/or Subcontractors to ensure an effective response (within the KPM timescales). Once rectified the Operator shall ensure that that Work order is accurately completed in a timely manner. Should the defect not be rectified on the first occasion, they are draft a temporary work order request for approval with the Client with negotiation required until approved.

Operators are to work closely with YCC Controllers and assist with all activities associated within a modern Yard Control Center where appropriate. Should the position holder be identified as a suitable individual for further progression into the role of YCC Controller, further training will be provided to cover that duty. This position is not safety critical but fitness for duty is a requirement to progress to the YCC position.

Your role

• Responsible for the efficient management of defects:
  • Obtain defect information.
  • Review information provided via email, radio or telephone and understand the reported defect, requesting further information when required.
  • Utilizing available tools establish the KPM parameters for the associated defect.
  • Accurately raise the defect on the Maintenance Management and Performance Reporting System (MMPRS).
  • Liaise with the relevant internal departments and Sub contractors to ensure that the defect is attended and rectified in a timely manner to mitigate the KPM Penalty risk.
  • Once the defect is addressed, ensure the Work is accurately updated to reflect the work carried out identify the root cause and the repair that took place and to what time scales.
  • If the defect cannot be rectified or at risk of non-completion within the timescales, raise a temporary Work order for approval by the Client.
  • Provide Timelines for Defect management to support the Transit Next team in mitigation of penalties
  • Escalate and advise Key Stakeholders of significant commercial or safety concerning work orders.

• Provides functional Support to the Yard Control Centre Operators by:
  • Assisting with YCC administrative duties
  • Provide communication support to other functions within the project on behalf of the YCC Operator
  • Assist with the generation of reports linked to the Daily Operation.

• Leads continuous improvement initiatives by:
  • Staying current with industry best practices and making recommendations.
  • Providing technical support and expertise in the development of various support systems; and
  • Representing TransitNext on a variety of work teams to share ideas and concerns.

About you

• High School Diploma with a two-year community college diploma in a technical, electrical or computer program or related field. Industry specific experience will be considered in lieu of the latter.
• All candidates must be able to take and pass the following in-house courses (designed by Transit Next Group and Others):
  • Operational training as required.
• Demonstrated experience in a high-volume and high-demanding operational environment.
• Demonstrated capability in using computer and communications technology.
• Ability to pass a company aptitude test and medical; colour perception, visual acuteness, hearing and impairment screening.
• Ability to manage several different tasks at the same time while directing train movement.
• Exceptional interpersonal and communication skills with the ability to communicate effectively both orally and in writing while working under pressure.
• Demonstrated ability to build trusted relationships and work collaboratively as part of a team.
• Ability to analyze information and make independent decisions during high volume and stressful conditions.
• Ability to work well under pressure with a high level of attention to detail.
• Ability for sustained concentration over an extended period.
• Demonstrated leadership capabilities.
• Ability and willingness to work in a 24/7 operation.
• Able to work Overtime.
• Ability to sit at desk in control room environment for prolonged periods of time.
• Must be familiar with all applicable health and safety legislation, have knowledge of any potential or actual danger to health or safety in the workplace, and have knowledge of appropriate actions to be taken in order to ensure the health and safety of staff in accordance with applicable legislation.
• Knowledge on the following systems: CCTV system, SCADA systems, technical knowledge and adaptability, Vehicle equipment and components, Signal systems and/or operation of track apparatus, Station design and operation, Dispute resolution techniques, O-Train network.
• Permanent residence is within 1.5 hours of the facility or be willing to relocate at own expense.
• Expected compensation for this role is up to $35 per hour. Base wages are determined according to several parameters like skills, experience, and potential impact on the role. Internal and external competitiveness are also taken into account in our offers.

Reward & benefits

Explore the rewards and benefits that help you thrive – at every stage of your life and your career at AtkinsRéalis in Canada.

Enjoy competitive compensation, employee recognition, and a brilliant range of flexible benefits you can tailor to your health, wellbeing, financial and lifestyle needs.

Make the most of diverse opportunities for training and professional development to grow your skills and expertise.

And take advantage of our hybrid working culture and generous time-off policies to balance a fulfilling career with your personal life.

Be rewarded. Find out more.

About AtkinsRéalis

We're AtkinsRéalis, a world-class engineering services and nuclear organization. We connect people, data and technology to transform the world's'infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. We're committed to leading our clients across our various end markets to engineer a better future for our planet and its people.

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