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Service Desk Analyst

Regina, SK, Canada

Job Type

Full Time

About the Role


NGIT's client is looking for a Service Desk Analyst for Regina location. Following is the detailed job description. Team. This Service Desk Analyst is responsible for providing first level support to employees/contractors, assisting them with hardware, software, and network connectivity problems via phone, email, and portal with a focus on resolving issues at first point of contact.

Technical support covers a broad scope of technologies and can include but is not limited to such things as password resets, Microsoft Windows issues or questions, assistance with email (Outlook), business application access management or assistance with Microsoft Office. This position requires that the individual utilize analytical skills to perform tasks associated with processes such as trouble shooting incidents, fulfilling requests, and coaching the end-user on the use of software.

Documentation of tasks completed, as well as knowledge captured, is a vital component of the position.

The Resource will be responsible for following the life cycle of all end-user tickets to ensure resolution/service is provided, and client satisfaction has been achieved. This position requires that the individual be a pro-active & independent self-starter with the ability to balance, prioritize and organize multiple tasks.

Typical activities in this role include:

  1. Providing First Point of Contact technical support for users requiring assistance with

    information technology requests, issues and problems via phone, email, and portal logging

    the issue in the IT Service Management System.

  2. 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.

  3. 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.

  4. Accurately tracking tasks/incidents/requests to resolution, including prioritization and


  5. Contributing to and updating the internal knowledge base. Experience with formalized

    knowledge management process and/or in knowledge engineering will be considered an


  6. Maintaining a high degree of customer service for all support calls and communications.

  7. Taking ownership of user problems and be proactive when dealing with customer issues.

    Strong technical troubleshooting and analytical skills are required.

  8. Researching and troubleshooting problems using available tools such as the Knowledge Bases and Remote Assistance.

  9. Responding, as needed, to network, server and communications problems

  10. Supporting 1,200 (approximately) internal customers

  11. ITIL Foundations v4 (or higher) certifications will be considered an asset.

Ideally the resource 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, Problem Management, and other Service Operation processes.

  • Experience working with and providing front line support for Windows Desktop platforms

    (Windows 10 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

  • Experience with Ivanti Cherwell ITSM

  • Experience with Windows file system access control in an Active Directory integrated


  • 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)

  • 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

  • Pro-active, independent, self-starter

  • Proven ability to balance, prioritize and organize multiple tasks

Mandatory Requirements:

1. Resource 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.

2. Resource must have professional experience with Active Directory, specifically user and group


3. Resource must be able to regularly participate in the Service Desk on-call rotation. On-call coverage is provided evenings, weekends, and statutory holidays.

4. Resource must be able to work on location at Client's Head Office (in Regina, Saskatchewan).

About the Company

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