Service Desk Analyst

Client: Saskatchewan Crown Corporations
Role: SX7186-Service Desk Analyst
Location: Regina, SK (**Must be On-Site**)
Hourly Rate: Negotiable (depending on fit for job)
Work Hours: 8 hrs/day

**Requirement Specifications**:
information systems, engineering, or a related discipline; or 5+ years recent (in the past 10 years)
experience working as a member of an IT Service Desk team.

coverage is provided evenings, weekends and statutory holidays.

pm, Monday to Friday

**Typical activities in this role include**:
1. Providing First Point of Contact technical support for approximately 1,200 internal end-users
requiring assistance with information technology requests, issues and problems via phone,

2. 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.

3. 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.

4. Accurately tracking tasks/incidents/requests to resolution, including prioritization and
escalation.
SaskEnergy Incorporated
SX7186 Service Desk Analyst Resource - Request for Proposal P a g e | 13

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

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

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

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

9. Responding, as needed, to network, server and communications problems.

10. Creating accurate, timely and consistent ticket documentation for any troubleshooting steps
performed or information gathered while assisting the end-user.

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

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

3. Experience working with and providing front line support for Windows Desktop platforms
(Windows 11 or higher)

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

6. Professional experience with Active Directory, specifically user and group management.

7. Experience with an ITSM ticketing system, particularly Ivanti Cherwell Service Management or
ServiceNow IT Service Management.

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

9. Hold an ITIL or HDI Certificate or other Service Desk industry certifications (provide number of
verify the certification)

10. Experience utilizing knowledge management principles, resources, and systems

11. Worked in an environment employing multi-vendor/contracted resources

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

13. Customer Communication Skills/Experience, including verbal and written communications.

14. A natural approach to being pro-active and an independent self-starter, being someone that
actively occupies their time with relevant work activities, including identification of service
improvement opportunities.

15. Proven ability to balance, prioritize and organize multiple tasks

Schedule:

- 8 hour shift

**Location**:

- Regina, SK (preferred)

Work Location: In person

Application deadline: 2025-07-11