About the role
Job Description
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:
- Candidate Must work On-Site at Regina, SK.
- Candidate Must have a recognized bachelor’s degree or Technical Diploma in computer science,
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.
- Candidate Must be willing and able to participate in the Service Desk on-call rotation. On-call
coverage is provided evenings, weekends and statutory holidays.
- Candidate Must be willing and able to work a shift scheduled between the hours of 7:00 am and 5:30
pm, Monday to Friday
Typical activities in this role include:
-
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,
email, chat and self-service portal logging the issue in the IT Service Management System. -
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. -
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. -
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 -
Contributing to and updating the internal knowledge base. Experience with formalized
knowledge management process and/or in knowledge engineering will be considered an
asset. -
Maintaining a high degree of customer service for all support calls and communications.
-
Taking ownership of user problems and be proactive when dealing with customer issues.
Strong technical troubleshooting and analytical skills are required. -
Researching and troubleshooting problems using available tools such as the Knowledge Bases
and Remote Assistance. -
Responding, as needed, to network, server and communications problems.
-
Creating accurate, timely and consistent ticket documentation for any troubleshooting steps
performed or information gathered while assisting the end-user.
Candidate 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, Knowledge Management, Problem Management and other IT Operation and Service
Delivery processes -
Experience working with and providing front line support for Windows Desktop platforms
(Windows 11 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
-
Professional experience with Active Directory, specifically user and group management.
-
Experience with an ITSM ticketing system, particularly Ivanti Cherwell Service Management or
ServiceNow IT Service Management. -
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 used to
verify the certification) -
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
-
Customer Communication Skills/Experience, including verbal and written communications.
-
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. -
Proven ability to balance, prioritize and organize multiple tasks
The candidate will be required to work and be located on-site at Head Office in Regina, Monday to Friday 8 am to 5 pm and the proposed hourly rate shall be inclusive of all travel and living costs (PST and GST are extra).
Job Type: Full-time
Job Type: Full-time
Schedule:
- 8 hour shift
Location:
- Regina, SK (preferred)
Work Location: In person
Application deadline: 2025-07-11
About the role
Job Description
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:
- Candidate Must work On-Site at Regina, SK.
- Candidate Must have a recognized bachelor’s degree or Technical Diploma in computer science,
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.
- Candidate Must be willing and able to participate in the Service Desk on-call rotation. On-call
coverage is provided evenings, weekends and statutory holidays.
- Candidate Must be willing and able to work a shift scheduled between the hours of 7:00 am and 5:30
pm, Monday to Friday
Typical activities in this role include:
-
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,
email, chat and self-service portal logging the issue in the IT Service Management System. -
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. -
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. -
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 -
Contributing to and updating the internal knowledge base. Experience with formalized
knowledge management process and/or in knowledge engineering will be considered an
asset. -
Maintaining a high degree of customer service for all support calls and communications.
-
Taking ownership of user problems and be proactive when dealing with customer issues.
Strong technical troubleshooting and analytical skills are required. -
Researching and troubleshooting problems using available tools such as the Knowledge Bases
and Remote Assistance. -
Responding, as needed, to network, server and communications problems.
-
Creating accurate, timely and consistent ticket documentation for any troubleshooting steps
performed or information gathered while assisting the end-user.
Candidate 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, Knowledge Management, Problem Management and other IT Operation and Service
Delivery processes -
Experience working with and providing front line support for Windows Desktop platforms
(Windows 11 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
-
Professional experience with Active Directory, specifically user and group management.
-
Experience with an ITSM ticketing system, particularly Ivanti Cherwell Service Management or
ServiceNow IT Service Management. -
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 used to
verify the certification) -
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
-
Customer Communication Skills/Experience, including verbal and written communications.
-
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. -
Proven ability to balance, prioritize and organize multiple tasks
The candidate will be required to work and be located on-site at Head Office in Regina, Monday to Friday 8 am to 5 pm and the proposed hourly rate shall be inclusive of all travel and living costs (PST and GST are extra).
Job Type: Full-time
Job Type: Full-time
Schedule:
- 8 hour shift
Location:
- Regina, SK (preferred)
Work Location: In person
Application deadline: 2025-07-11