Service Desk Analyst

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 Service Now 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…