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 workplace, 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.

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📌 Service Desk Agent (Regina)
🏢 Saskatchewan
📍 Regina