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). 

• 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
• 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

Founded in 1882, J.D. Irving, Limited (JDI) has operations in Canada and the United States and are a team of 20,000 dedicated employees.  At J.D. Irving, Limited, you are part of a dynamic team of professionals who lead with integrity and are passionate about delivering results. With a culture that nurtures talent and creates an inclusive workplace, you can grow your career across our various operating divisions. We are committed to creating accessible environments for our colleagues, candidates, and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary, or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities. Worried you do not meet all the requirements? Studies have shown that many applicants apply only to job opportunities when they feel they meet 100% of the criteria. We promote an inclusive environment where everyone is appreciated, recognized, and empowered to contribute fully. If you are interested in this position but are worried you did not meet all the requirements, we would encourage you to still apply. We appreciate your interest in our company however only those candidates selected for an interview will be contacted.