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Service Desk Analyst

J.D. Irving, Limited
Fredericton, CAN
Full-time
Mid
Onsite
Discovered 2 weeks ago
servicenow

Full Job Posting

Qualifications

  • University degree or college diploma related to Information Technology.
  • Experience supporting Windows-based desktop and mobile technologies.
  • Familiarity with Microsoft 365 applications, including Outlook, Teams, and Office.
  • Basic understanding of Active Directory and networking concepts.
  • Strong troubleshooting, analytical, and problem-solving skills.
  • Excellent communication skills with a focus on customer service.
  • Ability to prioritize multiple tasks in a fast-paced environment.
  • A positive attitude, curiosity, and a desire to continuously learn and grow.
  • Experience in an IT Service Desk or technical support environment.
  • Familiarity with Active Directory administration.
  • Experience with ServiceNow or other IT service management platforms.
  • ITIL Foundation certification or knowledge of ITIL practices.
  • Previous customer service or call center experience.

Nice to Have

  • Experience in an IT Service Desk or technical support environment.
  • Familiarity with Active Directory administration.
  • Experience with ServiceNow or other IT service management platforms.
  • ITIL Foundation certification or knowledge of ITIL practices.
  • Previous customer service or call center experience.

Responsibilities

  • Serve as the first point of contact for IT incidents, service requests, and general technology inquiries.
  • Provide support to end users through phone, chat, and the IT service management platform.
  • Troubleshoot and resolve hardware, software, mobile device, and account-related issues.
  • Guide users through technical solutions with clear and professional communication.
  • Manage tickets from intake through resolution, ensuring accurate documentation and timely follow-up.
  • Escalate complex or high-priority issues to appropriate support teams when required.
  • Support user account management, password resets, and basic access requests.
  • Contribute to knowledge articles and process documentation.
  • Identify recurring issues and opportunities for service improvement.
  • Collaborate with IT teams to support incident resolution and technology deployments.

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