Service Desk Analyst

Insight Global is seeking two bilingual Service Desk Analysts to support day‑to‑day IT operations during an exciting period of digital transformation. This is a front‑line, customer‑focused role supporting both corporate users and approximately 70 retail locations across New Brunswick. Reporting to the Service Desk Manager, you’ll act as the first point of contact for IT incidents and service requests, ensuring timely resolution, clear communication, and excellent user experience.

• Providing technical support for hardware, software, printers, and mobile devices via phone, email and desk side as required
• Prioritize and manage multiple concurrent incidents from initial contact to conclusion, and documenting findings and solutions within service management tools
• Creating support documentation and knowledge base articles, classifying incident/request types and service interruptions
• Escalating complex or unresolved incidents to internal tier 2/3 resources as well as external vendor support partners as required
• Account management for the on-boarding and off-boarding processes ensuring access management is maintained
• Identifying and implementing process improvements

• 2+ years in a desktop support role in a medium, large, or enterprise workplace
• Supporting cloud-based technologies including Active Directory, Microsoft 365, SharePoint, Office 365, and Dynamics 365
• Mobile device management and support for Apple IOS Devices
• Point of Sale systems and peripherals
• Collaborating with cross-functional teams for project delivery
• Analytical and problem-solving skills
• Some travel may be required to retail stores or other office locations based on business needs
• French and English front line support
• Strong communication abilities (verbal and written), active listening skills, patience, and customer focused attitude.