Service Desk Analyst

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

• Receives complaints, concerns, and questions from customers and records them with our ITSM tool.
• Responds to, researches, resolves, or escalates these issues in accordance with our current standards.
• Provides accurate and creative solutions to user problems of a moderate nature to ensure user productivity.
• Provides excellent customer service to business users by ensuring requests and incidents are handled in a timely manner with regular updates.
• Creating and following documentation to ensure consistency, accuracy, and efficiency with Service Desk tasks by maintaining current knowledge, developing support procedures, and updating all related documentation.
• Coordinates ongoing equipment life cycle scheduling, planning, and inventory management including desktop installation, move, and change functions.
• Point of contact for IT sales vendors related to performing IT Asset Management duties like obtaining quotes, purchasing, receiving, and deployment activities related to IT hardware and software procurements.
• Completes routine Service Desk tasks such as employee onboarding or offboarding tasks, printer troubleshooting, answering basic questions about Office suite applications, and resetting passwords.

• The knowledge and qualifications required for this position are generally acquired through the successful completion of a degree or diploma from a recognized educational institution where the course was in the IT field. Alternatively, a combination of education, IT industry-recognized certifications and relevant experience may also be acceptable.
• Excellent verbal and written communication skills coupled with outstanding customer service skills.
• 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 client environments, and Internet applications.
• In-depth knowledge of support requirements of desktop hardware and associated peripherals, and the ability to onsite reconfigure, troubleshoot and install existing or 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 to create solutions that meet the needs of individuals and/or the organization.
• Ability to create, maintain, and follow technical documentation while also being aware of relevant policies to adhere to.

• Competitive Wages: $31.57 – $40.16 per hour.
• Professional Development: Access to training and development programs.
• Health and Safety: Comprehensive safety training.
• Positive Work Environment: A supportive and inclusive workplace culture.
• Comprehensive Benefits Package: Access to Employee and Family Assistance Plan (EFAP) resources and support for personal and professional challenges; matched pension; disability insurance; health and dental.

SLGA is committed to achieving a representative workforce. We invite all qualified individuals to apply. Women, Indigenous people, persons with disabilities and visible minorities are encouraged to self-identify.