{"id":3417477,"url":"https://alion.io/job/sasktenders-service-desk-agent","title":"Service Desk Agent","company":{"id":1268583,"name":"SaskTenders","domain":"sasktenders.ca","url":"https://alion.io/company/sasktenders","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":100,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":14,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Regina, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":77000,"period":"year","method":"role_country_seniority_unknown","sample_n":195},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-28T19:56:05Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-30T04:08:02Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"The Opportunity:\nThis 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.\nServes 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.\nProvides initial resolution for desktop, server, and network incidents, aiming to resolve the majority (e.g., 80%) of issues on first contact.\nResponds to calls and emails within established Service Level Agreements, coordinating with partner ministries when required.\nDiagnoses technical incidents and delivers timely workarounds or solutions aligned with service expectations.\nCommunicates technical information clearly to both technical and non-technical audiences, verbally and in writing.\nPrioritizes and manages workload independently, handling incidents, service requests, and database updates under tight deadlines.\nFollows branch workflow processes related to Service Desk operations, including incident management, problem management, and configuration management.\n Job Capabilities:\nAs a public servant, we are seeking someone who:\nIs accountable, takes ownership of their work by contributing to organizational outcomes and demonstrates the corporate values in our Commitment to Excellence.\nIs innovative and seeks out ways for improvement by thinking creatively, identifying new ideas and taking responsible risks.\nWorks collaboratively with others to understand, engage and have meaningful dialogue to achieve work outcomes.\nIs inclusive, identifies and is aware of personal bias, and readily seeks out and appreciates diverse perspectives.\nIs adaptable, continuously learns from experience and applies those learnings to new situations.\nFocuses on achieving public service excellence.\nTechnical Knowledge and Skills:\nStrong working knowledge of Windows desktop operating systems, including configuration, settings, updates, drivers and common operating-system troubleshooting.\nKnowledge of Microsoft 365 applications and services, including Outlook, Teams, Word, Excel and OneDrive, with the ability to diagnose common end-user issues.\nWorking knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, network connectivity and basic connectivity troubleshooting.\nExperience supporting user accounts, authentication and access, including passwords, account lockouts, multifactor authentication, permissions and identity-related issues.\nKnowledge of enterprise hardware troubleshooting, including laptops, desktops, docking stations, monitors, printers, webcams, headsets and other peripherals.\nExperience using an IT Service Management platform such as ServiceNow to document, categorize, prioritize, assign, update and resolve Incidents, Interactions and Service Requests.\nUnderstanding of ITIL-based service management practices, particularly Incident Management, Request Fulfilment, Problem Management, Configuration Management and escalation processes.\nAbility to perform structured technical diagnosis and troubleshooting, including gathering symptoms, identifying likely causes, following documented procedures, testing solutions and determining when escalation is required.\nAbility to use and interpret technical knowledge-base articles, support documentation and established troubleshooting procedures accurately in a fast-paced support environment.\nStrong 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:\n\nCommunication (Level B)\nCritical Thinking (Level B)\nDigital Skills (Level B)\nInteracting with Others (Level B)\nNavigating Ambiguity (Level B)\nManaging Self (Level B)\nHealth, Safety and Wellness (Level A) \nData Literacy (Level A)\nInfluence (Level A)\nPolitical and Organizational Awareness (Level A)\nLearn more about the Government of Saskatchewan’s Capabilities and Skills Framework here.\nWhat We Offer:\nDynamic and challenging work\nCompetitive salary\nComprehensive benefits package including pension\nVacation, scheduled days off, and other types of leave\nInclusive work environments\nCareer growth, development, and advancement opportunities\nFlexible work arrangements\nOur Commitment to Excellence:\nThe Government of Saskatchewan upholds deep-rooted values of Respect and Integrity, Serving Citizens, Excellence and Innovation, and Acting as One Team.","description_format":"text","description_chars":5950,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible 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