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Service Desk Analyst


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.



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.



Service Desk Analyst
Job Req:
St. Albert Office
Division/Branch: Information Technology / IT Shared Services
Classification: Systems Analyst 1 (551) 
Status: Excluded 
Employment Status: Permanent Full Time
Salary: $56,412.00 - $77,237.00
Reports to: Susan Joseph 
Closing Date: May 18, 2021




Are you looking for a new challenge and the next step in your career? Then look no further, we have the perfect opportunity for you! The Infrastructure and Operations Branch is looking for a passionate, innovative and ambitious technical professional to join the team in as a Service Desk Analyst. 

In this role you would be a part of the Service Desk team, which provides a central point of contact (SPOC) for all client incident reporting and requests for service from Innovation and Technology Services (IT).  This includes the logging, tracking, escalating and reporting for all incidents and service requests.  You would provide tier one support for end user devices, operating systems and software applications, both custom and commercial,  supported by IT.  Supported items include but are not limited to desktops, laptops, tablets, hand held devices, wireless communication devices (Black Berry, iPhone and cellular phones), printers. 


To be success in this role, you will require exceptional communication skills which include excellent phone etiquette and basic call handling skills. As you will be providing assistance to internal customers, stellar customer service will be your top priority.   Utilizing your strong problem solving skills, you must be able to provide quick accurate responses to client/end user requests or issues using BMC Remedy ITSM suite and other troubleshooting software. 




  • A diploma in Computer Science or related


The following are considered an asset:

  • Microsoft Certified Solutions Expert (MCSE)
  • Microsoft Office User Specialist (MOUS)
  • CompTIA Network+ 
  • Knowledge of the Liquor and Gaming industries 



  • 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.