Service Desk Analyst

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

• 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

• 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 escalate 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