Analyst, End User Services & Service Desk Support

**Location:** Calgary Head Office, Alberta **Employment Type:** Full Time - Permanent – On-site **Salary Range:** SP2, Level 4, $80,325- $94,500 per year. The final compensation for this position will be determined based on individual factors, including education, qualifications, experience, and internal equity. **Analyst, End User Services & Service Desk Support** **The Opportunity** Do you enjoy solving technical problems, working face-to-face with people, and keeping technology running smoothly in a fast-paced environment? If so, this position may be of interest to you. The End User Services & Client Support team provides hands-on technical support to Alberta Energy Regulator (AER) staff, making sure they have the devices, tools, and help they need to do their work. As an Analyst, End User Services & Service Desk Support, you will be the go-to person for in-person support at Calgary Head Office. You will troubleshoot and resolve hardware, software, and peripheral issues, set up and maintain end-user equipment, and help colleagues use AER systems with confidence. You will also take on some Service Desk duties, such as answering calls, logging and triaging tickets, and resolving first-contact issues, so that support is consistent across all channels. Our End User Services team is made up of talented, collaborative people who care about excellent customer service and getting it right the first time. **What your day-to-day will look like:** * Provide in-person deskside support to AER staff, diagnosing and resolving hardware, software, operating system, and peripheral issues (laptops, desktops, docking stations, monitors, printers, and mobile devices). * Image, deploy, configure, and refresh end-user devices, including onboarding and offboarding equipment for new and departing staff. * Set up and support meeting rooms and audio-visual equipment, including Microsoft Teams Rooms, and help with VIP and executive support as needed. * Help cover the Service Desk by answering calls, emails, and chats; logging, categorizing, and prioritizing incidents and service requests in the IT Service Management (ITSM) tool; and resolving issues at first contact wherever possible. * Escalate complex issues to the right resolver groups with clear, accurate documentation, and follow up until each issue is resolved to the customer's satisfaction. * Support asset management by keeping inventory records, tracking hardware lifecycle, and handling equipment moves, adds, and changes. * Support account and access requests, password resets, and Microsoft 365 and Windows troubleshooting in line with security policies. * Create and update knowledge articles, how-to guides, and FAQs, and share tips with users to build their confidence with technology. Follow ITIL-aligned incident, request, and change management processes, and suggest ways to improve the service. **What we’re looking for in you:** * Diploma in Information Technology, Computer Systems, or a rel