Trillys Systems is a technology consulting firm that specializes in providing innovative solutions to various industries. We are currently seeking a Intermediate Help Desk Specialist for a 2.5-year contract position.
Role Summary
- Provide Level 2 helpdesk support for SAP or DRMIS environments, ensuring timely resolution of user issues across functional, technical, and process‑related areas.
- Support large enterprise environments (1,000+ users) through phone, email, and ticketing systems.
- Deliver expert assistance using SAP Solution Manager (SAP SOLMAN) for incident management, problem tracking, and system documentation.
- Act as a key liaison between end users, functional teams, and technical support groups to ensure continuity of operations.
Key Responsibilities
- Provide Tier 2 support for SAP or DRMIS incidents, service requests, and functional inquiries.
- Troubleshoot user issues related to PM, MM, WFM, DFPS, or other SAP/DRMIS modules.
- Log, track, and resolve incidents using SAP SOLMAN or equivalent ITSM tools.
- Escalate complex issues to functional or technical teams with clear documentation and analysis.
- Assist users with navigation, transactions, data entry, and process execution in SAP/DRMIS.
- Maintain knowledge base articles, troubleshooting guides, and user support documentation.
- Support onboarding and training activities by guiding users through system processes and best practices.
- Monitor ticket queues, ensure SLA compliance, and provide status updates to stakeholders.
- Participate in system testing, validation, and release activities as required.
- Contribute to continuous improvement of helpdesk workflows, processes, and service quality.
Mandatory Qualifications
SAP or DRMIS Experience (36 Months)
The resource must demonstrate at least 36 months (within the last 60 months) performing one of the following:
- Combined work experience on tasks c, e, f, g, j from Annex A, Section 4.3.1, within SAP or DRMIS, OR
- Work experience aligned with TBIPS Stream 4 – Business Services, B.10 Helpdesk Specialist, including:
- User support and troubleshooting
- Incident logging and tracking
- Problem resolution and escalation
- User guidance and process support
- Documentation and knowledge base maintenance
SAP Solution Manager (SAP SOLMAN) Experience (24 Months)
- Minimum 24 months (within the last 60 months) using SAP SOLMAN for:
- Incident and problem management
- Ticket lifecycle tracking
- System documentation
- Change and release support
Large‑Scale Helpdesk Support (24 Months)
- Minimum 24 months (within the last 120 months) providing SAP or DRMIS helpdesk support by phone and email for an environment of 1,000+ users.
- Must include examples of:
- High‑volume ticket handling
- SLA‑driven support
- Multi‑channel communication
- Coordination with functional and technical teams
Rated Technical Criteria
SAP/DRMIS Module Experience (24 Months)
Minimum 24 months (within the last 120 months) working with at least one of the following modules:
- Plant Maintenance (PM)
- Material Management (MM)
- Workforce Management (WFM)
- Defence Force & Public Security (DFPS)
Additional Qualifications
- Canadian secret clearance is an asset.
Additional Competencies
- Strong customer service orientation with excellent communication skills (phone, email, written).
- Ability to analyze user issues, identify root causes, and provide clear, actionable guidance.
- Experience supporting structured ITSM processes (incident, problem, change).
- Ability to work in high‑volume, SLA‑driven environments.
- Strong documentation skills for tickets, knowledge bases, and user instructions.
- Familiarity with DND/CAF operational environments is an asset.
Location
On-site & remote (hybrid)