Service Desk Analyst

J.D. Irving, Limited; Fredericton; On-site; CAD 45,000 - 60,000; Full time

Job summary

J.D. Irving, Limited’s JDI IT is seeking a Service Desk Analyst to serve as the first point of contact for internal users across JDI companies.

You will handle incidents, service requests, and IT inquiries via phone, chat, and ticketing systems, while following ITIL best practices. The role emphasizes strong customer service, technical troubleshooting, and collaboration with IT teams to improve service delivery.

Qualifications

• University degree or college diploma related to IT.
• Experience with desktop applications (Windows 10/11, Office 365, Teams, Edge, Chrome, SharePoint).
• Experience with end-user computing technologies (desktops, laptops, mobile devices).
• Basic knowledge of Active Directory and networking concepts.
• Strong communication with customer focus and ability to troubleshoot to resolution.

Responsibilities

• Serve as the primary point of contact for incident reporting and service requests.
• Respond to support requests via phone, chat, and ticketing systems in a timely, professional manner.
• Provide strong technical support and excellent customer service to end users.
• Troubleshoot hardware, software, and end-user devices.
• Own tickets from intake to resolution with proper documentation.

Skills

Customer focus

Troubleshooting

Communication skills

Problem solving

Adaptability

Education

IT-related degree or diploma

Tools

Windows 10/11

Office 365

Teams

Microsoft Edge

Google Chrome

SharePoint

SCCM remote control

Pulse Secure

Job description

Job Description

As a Service Desk Analyst at JDI IT, you will serve as the first point of contact for internal users across all JDI companies experiencing technology issues. You will handle Incident Reporting, Service Requests, and general IT inquiries through phone, chat, and ticketing systems.

Our high-energy, fast-paced team takes pride in delivering strong technical support and exceptional customer service. As a key member of the JDI IT team, you will troubleshoot issues, guide end users through solutions, and ensure a consistent, high-quality support experience aligned with ITIL best practices.

This role offers the opportunity to join a forward-thinking Service Desk, where you can expand your technical skills, build business knowledge, and contribute to continuous improvement initiatives across IT operations.

All successful applicants must have been in Canada for at least 5 years to meet the requirements for the Canadian Controlled Goods Program (CGP), Canadian Government Security clearance, and U.S. International Traffic in Arms Regulations (ITAR).

This position requires full-time on-site presence.

Salary Range: $45,000 to $60,000

Responsibilities

• Serving as the primary point of contact for incident reporting, service requests, and general IT inquiries
• Responding to support requests via phone, chat, and ticketing systems in a timely and professional manner
• Providing strong technical support and exceptional customer service to end users
• Troubleshooting and resolving hardware, software, and end-user device issues
• Guiding end users through IT processes and solutions with clear and effective communication
• Owning tickets from intake through resolution, including proper documentation of all activities
• Escalating complex or high-priority issues to Tier 2 teams or ITOC as appropriate
• Assisting with user account management, password resets, and basic System Access Requests (SARs)
• Acting as a point of contact for escalations, ticket reviews, and user concerns
• Maintaining a high level of customer satisfaction through effective communication and problem resolution
• Contributing to knowledge base articles and support documentation
• Identifying and flagging recurring issues to support Problem Management efforts
• Collaborating with other IT teams to support issue resolution and application rollouts
• Staying current with technologies, tools, and best practices to continuously improve service delivery

Qualifications

• University degree or college diploma related to IT
• Experience with desktop applications such as: Windows 10/11, Office 365, Teams, Microsoft Edge, Google Chrome, SharePoint, SCCM remote control, Pulse Secure
• Experience with end-user computing technologies – desktops, laptops, handheld devices, and mobile devices
• Basic knowledge of Active Directory and networking concepts
• Strong communication skills with an uncompromising focus on delivering an excellent customer experience
• Ability to analyze, troubleshoot, and elevate technical issues through to resolution
• Ability to prioritize and manage multiple tasks in a fast-paced, high-volume environment
• Naturally curious with a creative and open-minded approach to problem solving
• A continuous learner motivated by new challenges and continuous improvement

Good to have

• Experience in an IT environment supporting end users
• Familiarity with Active Directory administration
• Experience with ServiceNow or similar ITSM tools
• ITIL Foundations or working 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 supportsthe 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 theJDI 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!