First-Contact IT Support Specialist

Saskatchewan Ltd.; Regina; On-site; CAD 45,000 - 70,000; Full time

Job summary

Saskatchewan Ltd. is seeking a front-line IT Support Analyst to serve as the first point of contact for service requests across a large enterprise environment.

You will diagnose and resolve desktop, server, network, hardware and software issues, aiming to fix at least 80% on first contact. This fast-paced service desk emphasizes SLAs: Grade of Service 90%+, speed of answer under 10 seconds on average, and low abandonment.

Qualifications

• Strong front-line IT support capabilities across desktop, server, network, hardware and software issues.
• Excellent verbal and written communication to explain technical information clearly.
• Ability to prioritize incidents and manage requests within ITIL-style processes.

Responsibilities

• Diagnose and troubleshoot issues reported by end users via phone or email.
• Resolve incidents on first contact when possible and meet SLAs.
• Log, track and update service requests and incidents in the ticket system.
• Communicate effectively with both technical and non-technical clients.

Skills

IT support

Communication

Incident management

Job description

Saskatchewan Ltd. is seeking a front-line IT Support Analyst to serve as the first point of contact for service requests across a large enterprise environment.

You will diagnose and resolve desktop, server, network, hardware and software issues, aiming to fix at least 80% on first contact. This fast-paced service desk emphasizes SLAs: Grade of Service 90%+, speed of answer under 10 seconds on average, and low abandonment.