Job Title: Service Desk Analyst
Location: Fredericton, NB
Shift/Hours: Monday – Friday, 8:00 am - 5:00 pm
Pay Rate: $23.00/hr

Assignment Information:
Advantage Personnel is hiring Service Desk Analysts for our client's team in Saint John! Join one of New Brunswick's top employers and explore great career advancement opportunities for qualified candidates.

Assignment Information:
• Oversee daily operations of Incident Management.
• Investigate and resolve Incidents within set KPIs and SLAs.
• Accurately log all calls, emails, and messages in the Incident Management database.
• Enter Incident details accurately and follow escalation protocols.
• Assess Incident categorization and severity initially.
• Follow corporate policies and regulations.
• Provide implementation and post-implementation support company wide.
• Participate in on-call support as needed.

Qualifications/Requirements:
• Minimum 5 years of experience; eligible for Controlled Goods Program certification and 5-year Canadian residency required.
• College diploma or degree.
• High energy with a strong focus on customer service.
• Experience with desktops, laptops, handheld, and mobile devices.
• Strong interpersonal, written, and verbal communication skills.
• Ability to analyze, troubleshoot, and resolve technical issues.
• ITIL Foundations certification or knowledge is a plus.
• Proficiency in Office 365, Windows 7/10, MS Office Suite, Internet Explorer 11, Microsoft Edge, Google Chrome, SCCM remote control, SharePoint, and remote access.
• Familiarity with Microsoft Office, Exchange, Active Directory, and controlled goods is an advantage.

Work Conditions:
The Service Desk Analyst will work in a business casual environment, focusing on teamwork, collaboration, and improving IT service delivery across the organization.