Service Desk Analyst

JOB DESCRIPTION

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.

Daily tasks:

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

REQUIRED SKILLS AND EXPERIENCE

2+ years in a desktop support role in a medium, large, or enterprise environment

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.

NICE TO HAVE SKILLS AND EXPERIENCE

Great comms!