Junior Service Desk Analyst

Temporary Full-Time New Grad Junior Service Desk Analyst

In-Scope Level 05
Information Technology Branch, Regina
Vacancy #30/F26

The Saskatchewan Liquor and Gaming Authority (SLGA) is seeking a self-motivated and detail-oriented individual to provide support as a Junior Service Desk Analyst within the Information Technology Branch.

This position is required to work on-site, reporting to the Service Desk Lead.

Summary

This position reports to the Service Desk Team Lead and provides quality support with a high degree of customer service, technical expertise, operational processing support and timeliness. The position acts as a single point of contact for clients to obtain help with technical, application and business-related problems. The Junior Service Desk Analyst (New Grad) clarifies and records the details of incoming problem calls, provides resolution when applicable and escalates complex problems to the next level. The position also monitors the progress of problem calls and ensures the resolution of all calls.

Core Competencies (Job Family – Technical)

- Accountability (Level A) – Takes responsibility for one’s own actions, behaviours and commitments.

- Communication (Level A) – Clearly presents and receives information.

- Customer Service Excellence (Level B) – Anticipates problems and resolves issues.

- Adaptability (Level B) – Adapts behaviours and approaches to address specific situations.

- Teamwork (Level A) – Participates in team or group activities.

Primary Responsibilities

- Receive and record complaints, concerns, and questions from customers.

- Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity.

- Enhance and develop personal support methods and communication skills through participation in coaching, feedback and developmental activities.

- Assist with the resolution of user and support issues among branch sites to ensure the timely distribution of knowledge and a positive impact on user satisfaction.

- Respond, research, and resolve questions received via telephone or email and calls back in a timely manner, in accordance with current standards.

- Acquire and maintain current knowledge of relevant product offerings and support processes in order to provide technically accurate solutions to customers, updating all related documentation.

- Assist with the development, definition and communication of user or technical service processes for products supported by the Service Desk.

- Perform ongoing equipment life cycle management tasks including desktop install, move, and change functions.

Required Technical Knowledge, Skills and Qualifications

- The knowledge, skills and abilities for this position are gained through a degree or diploma program specializing in Information Technology from a recognized post-secondary educational institution. The degree or diploma program must have been completed within the previous 12 months.

- Knowledge of Information Technology Infrastructure Library (ITIL) processes and procedures.

- Knowledge of Service Desk operations, preferably with a working knowledge of Microsoft Product Suites, Windows Operating Systems, Intranet, and Internet.

- Knowledge of the support of business information systems, upgrades, computer hardware, associated peripherals, operating systems, backup and restore procedures, system maintenance and network environments.

- Knowledge of support requirements of desktop hardware and systems, and the ability to onsite reconfigure, troubleshoot and install existing and 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 in order to create solutions that meet the needs of individuals and/or the organization.

Physical Requirement

Ability to push, pull, lift, and carry weights up to 23 kg (51 pounds) and work in confined spaces.

Working Conditions

Core office hours are 8:00 a.m. to 4:45 p.m. Monday to Friday. This role is primarily desk-based, with most of the work day dedicated to computer use, including keyboarding, data analysis, and system navigation.

In the course of their duties, an early shift starting at 7:30 a.m. is occasionally required to provide coverage for the business.

What We Offer

- Competitive Wages: $26.82 – $34.13 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.

Both your cover letter and resume will be used in the screening process. You must clearly indicate how you have acquired the relevant technical knowledge outlined above. Candidates who have been screened into the competition will be required to participate in an assessment and interview.

The successful candidate will be subject to the SLGA Criminal Record Check and Code of Conduct policies.

Application deadline: 11:59 pm, November 20, 2025
Vacancy number: 30F25
Expected Screening Start: November 21, 2025
Potential Start Date: January 19, 2026

SLGA is committed to achieving a representative workforce. We invite all qualified individuals to apply. Women, Indigenous people, persons with disabilities and visible minorities are encouraged to self-identify.

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