Service Desk Agent

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.

• Serves as the first point of contact for Information Technology (IT) service requests and client inquiries across an enterprise-wide environment, including workstations and web access.
• Provides initial resolution for desktop, server, and network incidents, aiming to resolve the majority (e.g., 80%) of issues on first contact.
• Responds to calls and emails within established Service Level Agreements, coordinating with partner ministries when required.
• Diagnoses technical incidents and delivers timely workarounds or solutions aligned with service expectations.
• Communicates technical information clearly to both technical and non-technical audiences, verbally and in writing.
• Prioritizes and manages workload independently, handling incidents, service requests, and database updates under tight deadlines.
• Follows branch workflow processes related to Service Desk operations, including incident management, problem management, and configuration management.

Job Capabilities:

As a public servant, we are seeking someone who:

• Is accountable, takes ownership of their work by contributing to organizational outcomes and demonstrates the corporate values in our Commitment to Excellence.
• Is innovative and seeks out ways for improvement by thinking creatively, identifying new ideas and taking responsible risks.
• Works collaboratively with others to understand, engage and have meaningful dialogue to achieve work outcomes.
• Is inclusive, identifies and is aware of personal bias, and readily seeks out and appreciates diverse perspectives.
• Is adaptable, continuously learns from experience and applies those learnings to new situations.
• Focuses on achieving public service excellence.

Technical Knowledge and Skills:

• Strong working knowledge of Windows desktop operating systems, including configuration, settings, updates, drivers and common operating-system troubleshooting.
• Knowledge of Microsoft 365 applications and services, including Outlook, Teams, Word, Excel and OneDrive, with the ability to diagnose common end-user issues.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, network connectivity and basic connectivity troubleshooting.
• Experience supporting user accounts, authentication and access, including passwords, account lockouts, multifactor authentication, permissions and identity-related issues.
• Knowledge of enterprise hardware troubleshooting, including laptops, desktops, docking stations, monitors, printers, webcams, headsets and other peripherals.
• Experience using an IT Service Management platform such as ServiceNow to document, categorize, prioritize, assign, update and resolve Incidents, Interactions and Service Requests.
• Understanding of ITIL-based service management practices, particularly Incident Management, Request Fulfilment, Problem Management, Configuration Management and escalation processes.
• Ability to perform structured technical diagnosis and troubleshooting, including gathering symptoms, identifying likely causes, following documented procedures, testing solutions and determining when escalation is required.
• Ability to use and interpret technical knowledge-base articles, support documentation and established troubleshooting procedures accurately in a fast-paced support environment.
• Strong technical documentation skills, including the ability to clearly document problem descriptions, troubleshooting performed, results, resolution details and escalation information so another technical resource can readily continue the work.

  Job Skills:

• Communication (Level B)
• Critical Thinking (Level B)
• Digital Skills (Level B)
• Interacting with Others (Level B)
• Navigating Ambiguity (Level B)
• Managing Self (Level B)
• Health, Safety and Wellness (Level A)
• Data Literacy (Level A)
• Influence (Level A)
• Political and Organizational Awareness (Level A)

Learn more about the Government of Saskatchewan’s Capabilities and Skills Framework here.

What We Offer:

• Dynamic and challenging work
• Competitive salary
• Comprehensive benefits package including pension
• Vacation, scheduled days off, and other types of leave
• Inclusive work environments
• Career growth, development, and advancement opportunities
• Flexible work arrangements

Our Commitment to Excellence:

The Government of Saskatchewan upholds deep-rooted values of Respect and Integrity, Serving Citizens, Excellence and Innovation, and Acting as One Team.