Service Desk Analyst
ABOUT AGLC
Alberta Gaming, Liquor & Cannabis (AGLC) is a dynamic organization leading Alberta’s gaming, liquor and cannabis industries. Our team of high performers is driven to provide our customers with outstanding service and Albertans with choices they can trust.
ABOUT INFORMATION TECHNOLOGIES
IT proudly provides the computer systems, security, IT services and governance that support AGLC’s businesses, including the operation & support of mission critical gaming, liquor and corporate systems running on a variety of computing platforms. IT ensures the stability and performance of a Local/Wide Area Network, which supports over 1,200 gaming locations and more than 2,000 computers/tablets, 150 physical and 2,000 virtual servers distributed across six corporate offices, casinos, RECs and bingo halls. IT provides leadership in the use of information technology, data and systems to help the AGLC achieve business goals and objectives.
ABOUT THE POSITION
Service Desk Analyst
Job Req: 873
Location: St. Albert - Corriveau
Division/Branch: Information Technology / Infrastructure & Operations
Classification: Systems Analyst 1
Status: Permanent - FT
Salary: $61,504.62 - $84,208.94
Reports to: Susan Joseph
Closing Date:
Posting Start Date:
Job Summary
Service Desk Analyst – Join Our Dynamic IT Team!
Are you ready to take the next step in your IT career? If you’re seeking a new challenge in a fast-paced, supportive environment, we have an exciting opportunity for you!
The Infrastructure and Operations Branch is looking for a driven, innovative, and customer-focused IT professional to join us as a Service Desk Analyst.
In this role, you’ll be a key member of the Service Desk team, serving as the Single Point of Contact (SPOC) for client-reported incidents and service requests within the Information Technology division. You will log, track, troubleshoot, and escalate issues while ensuring excellent customer service and a positive end-user experience.
You’ll provide Tier 1 and intermediate support for a wide range of technologies, including desktops, laptops, mobile devices, collaboration tools, and enterprise applications such as Microsoft 365, Teams, SharePoint, and Adobe.
Key Responsibilities
- Provide technical support, troubleshooting, and exceptional customer service through phone, chat, and walk-up support.
- Creating and categorizing tickets accurately in the IT Service Management (ITSM) system, and handling and resolving incidents (unplanned interruptions or reductions in quality of service).
- Escalate and manage Major Incidents in line with established protocols, ensuring timely communication and stakeholder coordination.
- Perform account administration (password resets, MFA, access provisioning) using Active Directory/Entra ID and identity governance tools.
- Support end-user technologies including Windows 10/11, M365, Teams, SharePoint, Adobe, printers, VPN, Wi-Fi, and standard enterprise applications.
- Troubleshoot connectivity issues (VPN, Wi-Fi, basic networking).
- Use the knowledge base to resolve common issues and contribute new or updated documentation to support team learning and self-service.
- Assist new users with account setup, device configuration, and orientation to ensure a smooth onboarding experience.
- Document resolutions and maintain accurate records of incidents and requests.
- Promote the use of the IT Service Portal and self-service tools for efficiency.
- Collaborate with peers to share knowledge, identify recurring issues, and recommend improvements.
- Maintaining and updating the Configuration Management Database (CMDB) with accurate configuration item (CI) data, including relationships and dependencies.
What You’ll Bring
- Exceptional communication skills with professional phone, chat, and in-person support etiquette.
- A strong customer service mindset — ensuring every interaction is helpful, empathetic, and respectful.
- Solid problem-solving abilities, enabling you to quickly and accurately respond to user issues using our ITSM suite and other diagnostic tools.
- Solid troubleshooting and problem-solving abilities across hardware, software, and networking.
- Ability to stay calm and effective under pressure, particularly when handling major incidents.
- A collaborative mindset with a passion for continuous learning and knowledge sharing.
Skills and Qualifications
- A diploma in Computer Science or a related field (or an equivalent combination of education, training, and experience).
- Minimum 1 year of experience in IT or Service Desk support.
- Experience supporting and troubleshooting:
- Windows 10/11 operating systems.
- Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
NOTE:
- To be eligible to work for AGLC, you must be a Canadian citizen, permanent resident or eligible to work in Canada.
- While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.
- As a condition of employment, you will be required to obtain a satisfactory security clearance and clean drivers abstract (if necessary) prior to employment.
- An equivalent combination of education and experience may be considered. Candidates with lesser qualifications may be considered at a lower classification and salary. This recruitment may be used to fill future vacancies.
- AGLC is committed to creating a diverse environment and is proud to be an equal opportunity employer.
