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The IT Service Desk is the entry point and single point of contact for technical support. Reporting to the Manager Service Desk, analysts play a key role in capturing demand for incident resolution and service requests, while delivering exceptional customer satisfaction and a personalized service. Service Desk Analysts work remotely respond to user inquiries, assess problems and issues with computer equipment and applications, and help resolve these issues for Sask Polytech staff and students. Service desk analysts need to balance creative and technical problem-solving, customer service, and collaboration to ensure that students, staff and faculty can access and utilize the software and resources they need for work.
password and account management
Windows and Mac devices
troubleshooting peripherals
software requisition and installation
mobile devices
enterprise application support
training and documentation
project and new service rollouts
self-service knowledge base article development
Service Desk analysts may be required to work evening and weekend shifts and work from any one of Sask Polytechs locations. Service Desk Analysts will have an opportunity for growth and leadership skill development through the mentorship, onboarding, and training of student analysts.