Service Desk Analyst(1 year term)

Western Canada Lottery Corporation; Winnipeg; On-site; CAD 42,000 - 66,000; Full time

Job summary

Western Canada Lottery Corporation is seeking a Service Desk Analyst to join our IT Operations team on a 1-year term. The Service Desk is the first point of contact for employees needing help with equipment or application issues, supporting laptops, desktops, peripherals, applications, operating systems, threat protection, and new system builds.

You would provide first level support, collaborate with provincial partners for database reporting and in-house applications, log and manage incidents

Qualifications

• Post-secondary education in information technology or a computer-related field.
• Strong knowledge of desktop applications and operating systems.
• Knowledge of Microsoft products, including M365.
• Understanding of ITIL practices - incident, problem and asset management.
• Excellent customer service and communication skills are required.
• Excellent problem solving and time management abilities.
• Knowledge and experience with Jira and Microsoft Endpoint Management (InTune) would be a plus.

Responsibilities

• Provide first level support to help employees fix PC, application, network and printer issues.
• Collaborate with provincial partners to provide database reporting and in-house developed applications.
• Use IT Service Management tools for logging, escalating, following up on, and closing tickets.
• Perform PC hardware and software deployment, upgrades, and removals.
• Help keep procedures and documentation up to date.
• Other duties as assigned.

Skills

Customer service

Communication skills

Time management

Problem solving

Education

Post-secondary education in Information Technology or computer-related field

Tools

Jira

InTune (Microsoft Endpoint Management)

M365

Job description

Are you a technology expert with a knack for helping people solve problems? Does helping someone fix an issue make your day?

We have a place for you.

The Role

The Western Canada Lottery Corporation is looking for a Service Desk Analyst (1 year term) to join our IT Operations team. The Service Desk is our first point of contact when our teams need help dealing with equipment or application issues. The team supports laptop and desktop computers including peripherals, applications, operating systems, threat protection, new system builds, and general troubleshooting and assistance for end users.

In joining our team as the Service Desk Analyst, you would…

• Provide first level support to help WCLC employees fix PC, application, network and printer related issues
• Collaborate with our provincial partners to provide database reporting and WCLC in-house developed applications
• Use IT Service Management tools for logging, escalating, following up on, and closing incident and request tickets
• Perform PC hardware and software deployment, upgrades, and removals
• Help keep our procedures and documentation up to date
• Other duties as assigned

Qualifications

• Post-secondary education in Information Technology or computer-related field
• Strong knowledge of desktop applications and operating systems
• Knowledge of Microsoft products, including M365
• Understanding of ITIL practices - asset, incident, and problem management
• Superior customer service and communication skills are required
• Excellent problem solving and time management abilities
• Knowledge and experience with Atlassian (Jira) and Microsoft End Point Management (InTune) would be an asset

Who we are

You may not have heard of us before, but you've almost certainly heard of the products we help bring to players throughout the Prairie Provinces and the North every day; lottery games like LOTTO 6/49, SPORT SELECT, and dozens of instant scratch tickets.

WCLC is the non-profit organization authorized to manage, conduct, and operate lotteries - at retail and online - and other gaming-related activities for the governments of Alberta, Saskatchewan, and Manitoba as well as the Yukon, Northwest Territories, and Nunavut. We work closely with our provincial partners to bring a first-rate lottery experience to our players and meet their changing needs with new technology and tools.

We know it's our people that make this possible, which is why we invest in building talented, adaptable, and accountable teams. We'd love to talk to you about how you fit into that.