Innovapost Service Desks | Bring on Tomorrow | 1INNOVAPOST SERVICE DESKS

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Since 2013, support calls from Canada Post, Purolator, SCI Logistics, and Innovapost employees have been handled by a skilled group of agents stationed at Innovapost headquarters in Ottawa. Leveraging Innovapost’s Retail, IT, and Delivery Information Application (DIA) expertise, service desk agents deliver fast call resolution, positive outcomes, and reduced costs for the Canada Post Group of Companies.

“When employees call an Innovapost service desk, they know that the agent on the other end of the line is part of the same organization,” explains Bruce McCreary, Director Service Desk Support at Innovapost. “We’re dedicated to resolving a fellow employee’s problem and getting that person back up and running as quickly as possible.”

Co-located with Innovapost subject matter experts in Ottawa, the Innovapost Retail Service Desk (RSD), Delivery Information

Applications (DIA) Service Desk, and Innovapost Service Desk (ISD) provide answers to an array of technical support queries from employees across the Group of Companies.

RETAIL SUPPORT

Fully-trained on Canada Post retail products and services, hardware, and applications, a team of more than 40 Innovapost Retail Support Desk agents handle support questions from more than 6,500 Canada Post retail outlets across Canada. Innovapost agents are physically located near subject matter experts within the organization who can be called upon when an agent is unfamiliar with a particular retail problem.

“We have an extensive retail lab that mimics the setup at a typical Canada Post retail outlet, so agents can bring a problem right to the testers to recreate it, if necessary,” says McCreary.

Offering first- and second-level telephone support, RSD agents leverage their customer service skills to deliver a positive call experience. “Our agents have a

INNOVAPOST SERVICE DESKS: SUPPORTING THE GROUP OF COMPANIES

Three Innovapost Service

Desks provide critical

technical support for the

systems and people behind

the Canada Post Group of

Companies.

“When you’re able to solve an issue that’s plagued someone’s post office for a length of time, it’s extremely rewarding. A big part of my job is not only helping retail clerks with a specific problem, but also educating them a bit on the equipment they’re using and getting them more familiar and comfortable with the technology they need to work with on a

daily basis.”

Andre D’Aoust, Retail Service Desk, Level 1 Support

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variety of skillsets and experience levels,” notes McCreary. “But what’s common to all agents is their ability to provide excellent customer service. We can teach anyone the technical components of the job, but it’s harder to teach the social component, so we look for people that are socially focused and really want to help drive a solution for the caller.”

In addition to improving a caller’s day, the team’s focus on customer experience also benefits the agents. “When you’re able to solve an issue that’s plagued someone’s post office for a length of time, it’s extremely rewarding,” says André D’Aoust, a Retail Service Desk Agent. “A big part of my job is not only helping retail clerks with a specific problem, but also educating them a bit on the equipment they’re using and getting them more familiar and comfortable with the technology they need to work with on a daily basis.”

IT SUPPORT

Employees from the Canada Post Group of Companies who require IT help contact the Innovapost Service Desk to receive fast, knowledgeable information technology assistance. The ISD handles complex

business application support queries and common IT requests such as password resets and support for desktops, laptops, printers, networks, phones, mobile devices, and video conferencing.

Since many of the applications used throughout the Group of Companies have been built by Innovapost, the team of more than 35 ISD agents is well-positioned to efficiently solve reported issues and increase first call resolution. The ISD also serves as a stepping-stone for new employees looking to work in the technology field.

“A great thing about working here is that it gives people without a technology background the opportunity to move into an IT environment,” says Nadine Hamzeh, an Innovapost Service Desk Agent. “I don’t have an IT education but with the training I received, I’ve quickly become adapted to it and feel there’s an opportunity for me to go further into this career path.”

DELIVERY INFORMATION APPLICATIONS

A close-knit group of highly skilled and highly technical agents, the Delivery Information Applications team supports the network of Portable Data Terminals (PDTs) used by Canada Post and Purolator to keep deliveries on track.

“Innovapost supports the hand-held devices carried by delivery agents that are crucial to mail delivery and allow customers to track their packages and confirm their safe arrival,” says McCreary. “If there’s a problem with a device, our agents are highly technical, so they can get into the nuts and bolts of the application if that’s the appropriate response.”

With thousands of portable terminals in the field at any time, the DIA Service Desk performs a critical function for the Canada Post Group of Companies.

“It’s rewarding to work here because the support we provide plays a key role in keeping the mail flowing,” says Mauro

DiManno, a technical consultant for the DIA Service Desk. “When we receive a call about a terminal that is damaged or not syncing data properly, we can often resolve that issue for a depot right over the phone. That means they don’t need to delay mail delivery by bringing in a third party to visit them on site.”

A SUPPORTIVE CULTURE

In addition to performing a critical function for the Canada Post Group of Companies, Innovapost service desk agents have access to a variety of career-enhancing opportunities.

“When you work at an Innovapost service desk, you’re not just here to answer calls,” McCreary notes. “Our culture is so much more than that because there’s an entire company behind us. Innovapost creates the applications used by the Group of Companies, so you can learn a great deal about an application. That, in turn, helps prepare you to move beyond the service desk into a new role within Canada Post, Purolator, Innovapost, or SCI Logistics if that opportunity excites you.”

“A great thing about working here is that it gives people without a technology background the opportunity to move into an IT environment. I don’t have an IT education but with the training I received, I’ve quickly become adapted to it and feel there’s an opportunity for me to go further into this

career path.”

Nadine Hamzeh, Service Desk Agent, Level 1 Support

“It’s rewarding to work here because the support we provide plays a key role in keeping the mail flowing. When we receive a call about a terminal that is damaged or not syncing data properly, we can often resolve that issue for a depot right over the phone. That means they don’t need to delay mail delivery by bringing in a

third party to visit them on site.”

Mauro DiManno, DIA Service Desk, Technical Consultant

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Contact us at info@innovapost.com

Head Office365 March RoadOttawa, Ontario K2K 3N5T 613-270-6262F 613-270-6525

www.innovapost.com

Innovapost offers a variety of Information System (IS) and Information Technology (IT) services to the Canada Post Group of Companies and their customers. With offices in Ottawa, Toronto and Mississauga, Innovapost operates as the Group’s Shared Services Provider to help realize greater value from technology and business process investments. Innovapost and the Innovapost logo are registered trademarks of Canada Post Corporation and are used under license by Innovapost Inc. Innovapost assumes no responsibility for the accuracy of the information presented, which is subject to change without notice.

Copyright 2016 Innovapost Inc. All rights reserved.

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