Service Desk Analyst
Role Overview
The Service Desk Analyst is the first point of contact for employees seeking technical assistance across the J.D. Irving group of companies.
The role supports users through phone, chat, and an IT service management platform.
Key Skills for This Role
Full Job Posting
Role overview
The Service Desk Analyst is the first point of contact for employees seeking technical assistance across the J.D. Irving group of companies.
The role supports users through phone, chat, and an IT service management platform.
Responsibilities
- Respond to incidents, service requests, and general IT inquiries.
- Troubleshoot hardware, software, mobile device, and account-related issues and guide users through solutions.
- Manage tickets from intake to resolution, including accurate documentation and timely follow-up.
- Escalate complex or high-priority issues and support account management, password resets, and basic access requests.
- Create knowledge articles, document processes, identify recurring issues, and suggest service improvements.
- Collaborate with IT teams on incident resolution and technology deployments.
Required 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, problem-solving, communication, and customer service skills.
- Ability to prioritize multiple tasks in a fast-paced environment.
Nice to have
- Experience in an IT service desk or technical support environment.
- Familiarity with Active Directory administration.
- Experience with ServiceNow or another IT service management platform.
- ITIL Foundation certification or knowledge of ITIL practices.
- Previous customer service or call center experience.
Work arrangement and schedule
- This is a full-time, on-site position.
- Scheduled shifts run Monday to Friday between 7:00 a.m. and 6:30 p.m., with 7.5 working hours and a one-hour unpaid lunch break.
Security eligibility
- The posting states that successful applicants must have resided in Canada for at least five years to meet stated controlled-goods and security-clearance requirements.
About JDI IT
JDI IT supports the J.D. Irving group of companies across a range of businesses and industries.
The IT team is based across Saint John, Fredericton, Dieppe, and Halifax and emphasizes collaboration, learning, and continuous professional growth.
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