Job Description

The Saskatchewan Liquor and Gaming Authority is seeking a permanent full-time Service Desk Analyst to join its Information Technology branch. The SLGA Service Desk is the single point of contact for users regarding all technology incidents, service requests and how-to inquiries. As a result, this position is required to diagnose, assess and identify ways to address users\xe2\x80\x99 information technology problems.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 Service Desk Analyst 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. On a weekly rotational basis, the Service Desk Analyst facilitates province wide equipment scheduling including preventative maintenance, equipment lifecycle planning, and desktop installations. This position is responsible for a structured equipment deployment and maintenance process that includes ordering, receiving, configuring, deployment, installation, and disposal of computer equipment. Furthermore, the Service Desk Analyst administers the procurement process from a technical perspective and will be the primary contact for vendors.Core Competencies (Job Family \xe2\x80\x93 Technical)

• Accountability (Level A) \xe2\x80\x93 Takes responsibility for one\xe2\x80\x99s own actions, behaviours and commitments
• Communication (Level A) \xe2\x80\x93 Clearly presents and receives information
• Customer Service Excellence (Level B) \xe2\x80\x93 Anticipates problems and resolves issues
• Adaptability (Level B) \xe2\x80\x93 Adapts behaviours and approaches to address specific situations
• Teamwork (Level A) \xe2\x80\x93 Participates in team or group activities

Job Duties

• Receives and records complaints, concerns, and questions from customers.
• Provides accurate and creative solutions to user problems of moderate nature to ensure user productivity.
• Enhances and develops quality support methods and communication skills through coaching, feedback, and developmental approaches.
• Assists in the resolution of user and support issues among branch sites to ensure timely distribution of knowledge and positive impact on user satisfaction.
• Responds, researches, and resolves questions received via telephone or email and calls back in a timely matter, in accordance with current standards.
• Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers, updating all related documentation.
• Assists in the development, definition and communication of user or technical service policies for products supported by the Service Desk, as well as necessary support procedures.
• Coordinates ongoing equipment life cycle scheduling, planning, and inventory management including desktop install, move, and change functions.
• Primary contact with vendors regarding problems.
• Administers purchasing, receiving, and deployment activities related to IT equipment.
• Provides estimates for hardware and software components.
• Provides password resets for various systems.
• Primary contact regarding building maintenance and issues.

Required Technical Qualifications and Knowledge

• Typically, the knowledge and qualifications required for this position would be obtained through the successful completion of a 2-4 year technical certification or diploma course, with a minimum of A+ Certification or equivalent, from a recognized educational institution or a combination of education and experience.
• 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 Operating Systems, Intranet, and Internet.
• In-depth knowledge of the support of business information systems, upgrades, computer hardware, associated peripherals, operating systems, backup and restore procedures, system maintenance and network environments.
• In-depth 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.

Working Conditions

• Office environment/setting
• Required to lift and carry up to 23 kg (50lbs)
• Ability Minimal risk of exposure to electrical hazards
• to gather Travel as required
• On-Site

Classification: Level 7 ($29.31 \xe2\x80\x93 $37.30 per hour)
Benefits: SLGA offers a comprehensive benefit packageSLGA is committed to achieving a representative workforce. We invite all qualified individuals to apply. Women, Aboriginal people, persons with disabilities and visible minorities are encouraged to self-identify.Powered by JazzHR

Saskatchewan Liquor & Gaming Authority (SLGA)