Service Desk Analyst

The Service Desk team provides a single point of contact for all employees/contractors primarily acting as first level support for any IT related incidents and service requests as well as providing technical advice and guidance.

SaskEnergy’s Desktop infrastructure is currently based on Windows 10 Enterprise edition, and Microsoft 365 with Office Applications for Enterprise.

The Service Desk Team supports (first level support) 900 iPhones, 510 desktops, 1040 notebook computers and about 300 semi-rugged notebooks in our mobile workforce environment and consists of multi-vendor contract resources operating in a pool concept where resources are utilized across varying projects and operational areas based on skills and abilities, with a goal of providing the most efficient and effective support to the business.

Description of Requirements

SaskEnergy is looking for a proven Service Desk Analyst to work in our Service Desk Team. This Team is responsible for providing first level support to employees/contractors, assisting them with hardware, software, and network connectivity problems via phone, email, and portal with a focus on resolving issues at first point of contact. Technical support covers a broad scope of technologies and can include but is not limited to such things as password resets, Microsoft Windows issues or questions, assistance with email (Outlook), business application access management or assistance with Microsoft Office. This position requires that the individual utilize analytical skills to perform tasks associated with processes such as trouble shooting incidents, fulfilling requests, and coaching the end-user on the use of software. Documentation of tasks completed, as well as knowledge captured, is a vital component of the position. The Resource will be responsible for following the life cycle of all end-user tickets to ensure resolution/service is provided, and client satisfaction has been achieved. This position requires that the individual be a pro-active & independent self-starter with the ability to balance, prioritize and organize multiple tasks.

Typical activities in this role include:

a) Providing First Point of Contact technical support for users requiring assistance with information technology requests, issues and problems via phone, email, and portal logging the issue in the IT Service Management System.

b) Participation in an on-call rotation providing first point of contact for users and act as point of escalation to senior resources and Management during non-business hours.

c) Following key service management processes such as Incident Management, Request Fulfillment, and Knowledge Management. Experience working in an environment employing formal processes may be considered an asset.

d) Accurately tracking tasks/incidents/requests to resolution, including prioritization and escalation.

e) Contributing to and updating the internal knowledge base. Experience with formalized knowledge management process and/or in knowledge engineering will be considered an asset.

f) Maintaining a high degree of customer service for all support calls and communications.

g) Taking ownership of user problems and be proactive when dealing with customer issues. Strong technical troubleshooting and analytical skills are required.

h) Researching and troubleshooting problems using available tools such as the Knowledge Bases and Remote Assistance.

i) Responding, as needed, to network, server and communications problems

j) Supporting 1,200 (approximately) internal customers

k) ITIL Foundations v4 (or higher) certifications will be considered an asset.

Ideally the resource will have:

• Experience providing Technical IT Support to End-users in a corporate Service Desk environment. (Tier 1 support)

• Experience working with formalized ITSM practices such as Incident Management, Request Fulfillment, Problem Management, and other Service Operation processes.

• Experience working with and providing front line support for Windows Desktop platforms (Windows 10 or higher)

• Experience working with and providing front line support for Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams, and One Note)

• Experience providing front line support for Line of Business applications

• Experience with Ivanti Cherwell ITSM

• Experience with Windows file system access control in an Active Directory integrated environment.

• Hold an ITIL or HDI Certificate or other Service Desk industry certifications (provide number of years with certification and where available, Candidate and/or Certificate ID Number)

• Experience utilizing knowledge management principles, resources, and systems

• Worked in an environment employing multi-vendor/contracted resources

• Strong analytical and problem-solving skills with focus and attention to detail

• Proven ability to balance, prioritize and organize multiple tasks

The key skills and knowledge areas required for the resource are outlined in attached Appendix C – Supplementary Specifications. The Service Desk Analyst must be able to perform in a team environment with strong interpersonal and professional communication skills. North American job experience is considered an asset for this proposal. Proponents are encouraged to provide specific and qualitative verbiage of other areas where their expertise can add value to our teams and make our projects as successful as possible.

The preference for start date is as soon as possible. The initial term for this role will conclude on March 31, 2025 ;

Background

The Service Desk team provides a single point of contact for all employees/contractors primarily acting as first level support for any IT related incidents and service requests as well as providing technical advice and guidance.

SaskEnergy’s Desktop infrastructure is currently based on Windows 10 Enterprise edition, and Microsoft 365 with Office Applications for Enterprise.

The Service Desk Team supports (first level support) 900 iPhones, 510 desktops, 1040 notebook computers and about 300 semi-rugged notebooks in our mobile workforce environment and consists of multi-vendor contract resources operating in a pool concept where resources are utilized across varying projects and operational areas based on skills and abilities, with a goal of providing the most efficient and effective support to the business.

Description of Requirements

SaskEnergy is looking for a proven Service Desk Analyst to work in our Service Desk Team. This Team is responsible for providing first level support to employees/contractors, assisting them with hardware, software, and network connectivity problems via phone, email, and portal with a focus on resolving issues at first point of contact. Technical support covers a broad scope of technologies and can include but is not limited to such things as password resets, Microsoft Windows issues or questions, assistance with email (Outlook), business application access management or assistance with Microsoft Office. This position requires that the individual utilize analytical skills to perform tasks associated with processes such as trouble shooting incidents, fulfilling requests, and coaching the end-user on the use of software. Documentation of tasks completed, as well as knowledge captured, is a vital component of the position. The Resource will be responsible for following the life cycle of all end-user tickets to ensure resolution/service is provided, and client satisfaction has been achieved. This position requires that the individual be a pro-active & independent self-starter with the ability to balance, prioritize and organize multiple tasks.

Typical activities in this role include:

a) Providing First Point of Contact technical support for users requiring assistance with information technology requests, issues and problems via phone, email, and portal logging the issue in the IT Service Management System.

b) Participation in an on-call rotation providing first point of contact for users and act as point of escalation to senior resources and Management during non-business hours.

c) Following key service management processes such as Incident Management, Request Fulfillment, and Knowledge Management. Experience working in an environment employing formal processes may be considered an asset.

d) Accurately tracking tasks/incidents/requests to resolution, including prioritization and escalation.

e) Contributing to and updating the internal knowledge base. Experience with formalized knowledge management process and/or in knowledge engineering will be considered an asset.

f) Maintaining a high degree of customer service for all support calls and communications.

g) Taking ownership of user problems and be proactive when dealing with customer issues. Strong technical troubleshooting and analytical skills are required.

h) Researching and troubleshooting problems using available tools such as the Knowledge Bases and Remote Assistance.

i) Responding, as needed, to network, server and communications problems

j) Supporting 1,200 (approximately) internal customers

k) ITIL Foundations v4 (or higher) certifications will be considered an asset.

Ideally the resource will have:

• Experience providing Technical IT Support to End-users in a corporate Service Desk environment. (Tier 1 support)

• Experience working with formalized ITSM practices such as Incident Management, Request Fulfillment, Problem Management, and other Service Operation processes.

• Experience working with and providing front line support for Windows Desktop platforms (Windows 10 or higher)

• Experience working with and providing front line support for Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams, and One Note)

• Experience providing front line support for Line of Business applications

• Experience with Ivanti Cherwell ITSM

• Experience with Windows file system access control in an Active Directory integrated environment.

• Hold an ITIL or HDI Certificate or other Service Desk industry certifications (provide number of years with certification and where available, Candidate and/or Certificate ID Number)

• Experience utilizing knowledge management principles, resources, and systems

• Worked in an environment employing multi-vendor/contracted resources

• Strong analytical and problem-solving skills with focus and attention to detail

• Proven ability to balance, prioritize and organize multiple tasks

The key skills and knowledge areas required for the resource are outlined in attached Appendix C – Supplementary Specifications. The Service Desk Analyst must be able to perform in a team environment with strong interpersonal and professional communication skills. North American job experience is considered an asset for this proposal. Proponents are encouraged to provide specific and qualitative verbiage of other areas where their expertise can add value to our teams and make our projects as successful as possible.

The preference for start date is as soon as possible. The initial term for this role will conclude on March 31, 2025 ;