Service Desk Analyst

As a Service Desk Analyst with JDI IT, you will be the first point of contact for employees across the J.D. Irving group of companies seeking technical assistance. You will respond to incidents, service requests, and general IT inquiries through phone, chat, and our IT service management platform.
Working in a fast-paced environment, you will provide exceptional customer service while troubleshooting a wide range of technology issues. You will guide users through solutions, restore service efficiently, and help deliver a consistent support experience aligned with ITIL best practices.
This role offers an excellent opportunity to develop your technical expertise, expand your understanding of business operations, and contribute to the continuous improvement of IT services. You'll join a collaborative team that values learning, innovation, and customer service excellence.
Security Requirements
Successful applicants must have resided in Canada for a minimum of five (5) years to meet the requirements of the Canadian Controlled Goods Program (CGP), Canadian Government security clearances, and U.S. International Traffic in Arms Regulations (ITAR).
Work Arrangement
Full-time, on-site position. Scheduled shifts are Monday to Friday between 7:00 a.m. and 6:30 p.m., consisting of 7.5 working hours plus a one-hour unpaid lunch break.

• 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.

• 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.

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.