Service Desk Analyst

Why Technitask

Technitask is a Canadian company and a trusted provider of IT management, systems integration, software delivery, and consulting services. Our expert team of SAP functional consultants, developers, project managers, data engineers, and security analysts create value for customers in the utilities, telecommunications, and public services sectors. We work with our clients to discover and define business problems, then collaborate with them to implement people, process, and technology solutions to realize benefits across the business.

• We bring SAP technical expertise across technical PMO, architecture, integration, data & reporting, security, custom development, system build & administration, and testing.
• We’ve worked with some of the biggest enterprises in utilities and the public sector such as Hydro One, Liberty Utilities, the Government of Canada, and the Province of Ontario.
• We’re a team of 50+ staff and a network of 200+ alumni with 17+ years of experience delivering SAP solutions.
  
  

What You’ll Do

• Responsible for providing first level support to employees/contractors, assisting them with hardware, software, and network connectivity problems via phone, email, chat and self-service portal with a focus on resolving issues at first point of contact.
  
  

What You'll Need

Mandatory Qualifications and Requirements

• Bachelor's Degree or Technical Diploma in computer science, information systems, engineering or related discipline OR 5+ years of experience working as a member of an IT Service Desk Team
• Reside in Regina OR willing to re-located to Regina
• Willing and able to participate in Service Desk on-call rotation
  
  

Required Experience

• 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 11 or higher).
• Experience working with and providing front line support for Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams, One Note).
• Experience providing front line support for Line of Business applications.
• Professional experience with Active Directory, specifically user and group management.
• Experience with an ITSM ticketing system, particularly Ivanti Cherwell Service Management or ServiceNow IT Service Management.
• Experience with Windows file system access control in an Active Directory integrated environment.
• 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 used to verify the certification).
• Experience utilizing knowledge management principles, resources, and systems.
  
  

Who You Are

• Problem solver: You quickly formulate approaches from problem statements and target outcomes, undertake research using creative strategies, solve complex problems independently, and quickly learn and adapt to new situations.
• Highly organized: You think in systems and process, create structure in ambiguity, and relentlessly prioritize to pursue what drives the business forward.
• Team player: You effectively partner with others to get things done.
• Clear communicator: You are an excellent writer (memos, slides) and excel at distilling complex information into simple messaging.
• Outcomes driven: You collaborate with your clients, partners, and stakeholders to deeply understand their needs and ruthlessly prioritize to meet those needs.
  
  

Additional Information

• Contract role
• Duration: 1.5 years
• Onsite (Regina, Saskatchewan)
• Background check required
  
  

Our belief is that diversity & inclusion enables us to build solutions that work. We encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and / or people with intersectional identities.

We also believe that unique experiences may not always fall along the beaten track. We’re dedicated to adding new perspectives to the team, so if your experience and skills can help us solve our customers’ problems, please consider applying.