Service Desk Agent

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

The Opportunity: This position provides front-line IT support as the first point of contact for service requests and technical support needs across a large enterprise environment supporting approximately 10,000 to 12,000 end-user workstations and related services. The successful candidate will diagnose and troubleshoot desktop, server, network, hardware and software issues, with a target of resolving at least 80% of incidents on first contact. Working in a fast-paced Service Desk environment, the role requires responding to incoming calls and emails within established Service Level Agreements, including maintaining a Grade of Service of 90% or better, an average speed of answer of 10 seconds or less, an abandonment rate of no more than 5%, and reviewing service requests within 30 minutes of receipt. The position requires strong verbal and written communication skills, with the ability to explain technical information clearly and accurately to both technical and non-technical clients. The successful candidate must be able to independently prioritize and manage incidents, service requests, troubleshooting activities, database updates and other assigned work while meeting tight deadlines and following established Service Desk, Incident Management, Problem Management and configuration Management processes. As this is a telephone-intensive support role, employees are expected to remain logged into the phone system for at least 7 hours and 15 minutes each day and be available or actively handling calls for at least 85% of their logged-in time.