Service Desk Analyst
As a Service Desk Analyst at JDI IT, you will serve as the primary point of contact for Incident Reporting, Service Requests, and general IT questions. Our high-energy, fast-paced team takes pride in going above and beyond by delivering strong technical support and exceptional customer service. As a pivotal member of the IT team, you will guide end-users through processes, adhere to Incident Management processes, and uphold ITIL Best Practices. This role offers an opportunity to join a forward-thinking and motivated Service Desk, where you can expand your technical skills, gain valuable business knowledge, and make a lasting impact.
All successful applicants must meet requirements for Canadian Controlled Goods Program (CGP), Canadian Government Security clearance, and U.S. International Traffic in Arms Regulations (ITAR).
Responsibilities
- Serving as the primary point of contact for incident reporting, service requests, and general IT inquiries
- Providing strong technical support and exceptional customer service to end-users
- Guiding end-users through IT processes and troubleshooting technical issues
- Adhering to Incident Management processes and upholding ITIL Best Practices
- Acting as the single point of contact for incident escalations, ticket/call review, and complaints
- Collaborating with other IT team members to resolve complex technical issues
- Documenting and maintaining records of reported incidents and service requests
- Contributing to the continuous improvement of service desk processes and procedures
- Staying updated on the latest technologies and industry best practices to enhance service delivery
Qualifications
- Education Required: A university degree or college diploma related to IT
- Experience with desktop applications such as: Windows 11, Office 365, Teams, Microsoft Edge, Google Chrome, SCCM remote control, SharePoint, Pulse Secure
- Experience with end-user computing technologies - desktops, laptops, handheld devices, mobile devices
- Strong communication skills with an uncompromising focus on delivering an excellent customer experience
- Ability to analyze, troubleshoot, and escalate technical issues through to resolution
- Naturally curious with a creative and open-minded approach to problem solving
- A continuous learner motivated by new challenges and fast-paced environments
Bonus:
- Experience in an IT environment supporting end users
- Familiarity with Active Directory
- Experience with ServiceNow
- ITIL Foundations or working knowledge
- Customer service experience
About the Team
The belief that what people experience matters more than technology is part of our foundational core. We also believe that our ability as a team grows exponentially when we share success. These centering values - some of our non-negotiables - guide our decisions and inform how we show up daily. Join a team that aims to simplify the path forward and inspire commitment.
With over 380 employees centralized in Saint John, Fredericton, Dieppe and Halifax, we offer the opportunity to create real value by helping people and businesses work smarter. JDI IT supports the entire J.D. Irving Limited group of companies which means we offer opportunities and experiences across a wide breadth of IT areas, businesses and industries. As a member of the JDI IT team, you will be a key player in enabling the business to win by overcoming obstacles and "getting it done"!
We believe in the power of diverse teams and invest in continuous professional growth. We are seeking naturally curious change makers looking to join a collaborative and motivated team. Come help JDI IT Raise the Bar!