Service Desk Analyst

Saskatchewan Liquor & Gaming Authority (SLGA) • Regina, SK

1d • Onsite

About The Position

The Saskatchewan Liquor and Gaming Authority (SLGA) is seeking a self-motivated and detail-oriented individual to provide support as a Service Desk Analyst within the Information Technology Branch. This position is required to work on-site, reporting to the Service Desk Team Lead. Acting as a point of contact, the Service Desk Analyst delivers high-quality support with a focus on customer service and technical expertise. They handle client inquiries related to technical and business issues, record problem details, provide resolutions when possible, and escalate complex problems while monitoring the progress of problem calls to ensure resolution and facilitate deskside support, including equipment planning and installations. Additionally, the Service Desk Analyst administers the IT Asset Management process, oversees the ordering, tracking, and disposal of computer equipment, and administers procurement processes while liaising with IT sales vendors.

Requirements

• The knowledge and qualifications required for this position are generally acquired through the successful completion of a degree or diploma from a recognized educational institution where the course was in the IT field. Alternatively, a combination of education, IT industry-recognized certifications and relevant experience may also be acceptable.
• Excellent verbal and written communication skills coupled with outstanding customer service skills.
• Knowledge of Information Technology Infrastructure Library (ITIL) processes and procedures.
• Progressive experience with Service Desk operations, preferably with a working knowledge of Microsoft Product Suites, Windows client environments, and Internet applications.
• In-depth knowledge of support requirements of desktop hardware and associated peripherals, and the ability to onsite reconfigure, troubleshoot and install existing or replacement systems.
• Knowledge of computer software applications, such as various desktop support applications, remote support applications, desktop deployment tools, and drivers for hardware and devices.
• Ability to gather, understand, and synthesize relevant information to create solutions that meet the needs of individuals and/or the organization.
• Ability to create, maintain, and follow technical documentation while also being aware of relevant policies to adhere to.

Responsibilities

• Receives complaints, concerns, and questions from customers and records them with our ITSM tool.
• Responds to, researches, resolves, or escalates these issues in accordance with our current standards.
• Provides accurate and creative solutions to user problems of a moderate nature to ensure user productivity.
• Provides excellent customer service to business users by ensuring requests and incidents are handled in a timely manner with regular updates.
• Creating and following documentation to ensure consistency, accuracy, and efficiency with Service Desk tasks by maintaining current knowledge, developing support procedures, and updating all related documentation.
• Coordinates ongoing equipment life cycle scheduling, planning, and inventory management including desktop installation, move, and change functions.
• Point of contact for IT sales vendors related to performing IT Asset Management duties like obtaining quotes, purchasing, receiving, and deployment activities related to IT hardware and software procurements.
• Completes routine Service Desk tasks such as employee onboarding or offboarding tasks, printer troubleshooting, answering basic questions about Office suite applications, and resetting passwords.

Benefits

• Competitive Wages: $31.57 – $40.16 per hour.
• Professional Development: Access to training and development programs.
• Health and Safety: Comprehensive safety training.
• Positive Work Environment: A supportive and inclusive workplace culture.
• Comprehensive Benefits Package: Access to Employee and Family Assistance Plan (EFAP) resources and support for personal and professional challenges; matched pension; disability insurance; health and dental.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree