Service Desk Analyst

J.D. Irving, Limited; Fredericton; On-site; CAD 42,000 - 56,000; Full time

Job summary

J.D. Irving, Limited is seeking a Service Desk Analyst to serve as the first point of contact for employees seeking IT assistance. You will respond to incidents, service requests, and inquiries through phone, chat, and our IT service management platform.

In a fast-paced environment, you will troubleshoot hardware, software, and account issues while delivering excellent customer service and guiding users through solutions. This role emphasizes ITIL-aligned processes and continuous improvement.

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.

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.

Skills

Windows support

Microsoft 365

Active Directory

Networking basics

Troubleshooting

Customer service

Multitasking

Curiosity

Education

IT-related degree or diploma

Tools

ServiceNow

Job description

Job Description

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.

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.

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.

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.

About Us

Founded in 1882, J.D. Irving, Limited (JDI) operates in Eastern Canada (New-Brunswick, Nova Scotia, Prince Edward Island, Québec, Ontario, Newfoundland and Labrador), as well as in USA. We 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.

Our recruitment advisors and hiring teams will utilize human screening combined with AI technology to help identify the skills and qualities that matter most to our business, while safeguarding your privacy and using AI responsibly.

We appreciate your interest in our company however only those candidates selected for an interview will be contacted.

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 offerthe 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!