Service Desk Analyst

Job summary

The Service Desk Analyst is responsible for triaging, prioritizing, and resolving IT incidents and service requests to minimize business disruption. They will utilize diagnostic tools to provide technical support and ensure high-quality service delivery to customers.

Job details

Service New Brunswick Service Desk Analyst R85-2026/27-371 Open Competition - Pay Band 2 Full time/ Permanent Flexible location within New Brunswick Service New Brunswick is seeking individuals to join the Technology Services Division as Service Desk Analysts. Reporting to the IT Service Desk Supervisor, you will be responsible to assist with the processing and prioritization the urgency of the of incidents, triaging and taking corrective action, addressing inquiries, service requests, and IT service management processes. Working at Service New Brunswick is more than just a job — it’s an opportunity to build a meaningful career. Guided by our vision of "Elevating Service Excellence", our teams provide high-quality, innovative public services for customers with a focus on value for all New Brunswickers. Known for our people-oriented workplace culture, we foster an environment where innovation, inclusivity, and teamwork are celebrated. We are proud to be recognized as one of Atlantic Canada's Top Employers [https://reviews.canadastop100.com/top-employer-service-new-brunswick?_gl=1*5lelx3*_ga*MTI2MjY0NjEzNC4xNzQyODQxODI3*_ga_H481FDLVWD*czE3NjQyNjU4NTgkbzkkZzAkdDE3NjQyNjU4NTgkajYwJGwwJGgw#atlantic] for 2026! What We Offer At SNB, our people are at the heart of everything we do. We are: * Human-Centered: We prioritize well-being and flexibility for our employees. * Driven by Growth: We invest in your professional development and career advancement. * Celebrating Excellence: We recognize and reward outstanding contributions. * United by Purpose: Every project you work on makes a real difference for New Brunswickers. * Empowered to Decide: We trust our teams to make decisions and innovate boldly. With offices and locations in most New Brunswick cities and a wide variety of positions and job roles, SNB offers unmatched opportunities for growth and impact, including an employee recognition program, a mentoring program, training & development opportunities, employee townhalls and ongoing leadership development. SNB also offers a comprehensive employee benefits package. Your responsibilities will include but are not limited to: * Ensuring that customers are able to resume their work as quickly as possible following a disruption to an IT service, minimizing the adverse impact on business operation * Receiving, prioritizing, documenting, and actively resolving end-user requests * Problem solving involving the use of diagnostic and request tracking tools ESSENTIAL QUALIFICATIONS: A two-year College Diploma in Information Technology or related field along with a working knowledge of computer operating systems, including Windows 10 and Windows 11. Subject to the response, an equivalent combination of training and experience may be considered. Written and spoken competence in English and French is required. Applicants must clearly demonstrate the essential qualifications to be given further consideration. ASSET QUALIFICATIONS: Preference may be given to candidates who demonstrate they have training or experience in one or more of the following areas: * ITIL certification * Experience supporting basic computer hardware * Experience supporting Windows, Android and IOS operating Systems * Extensive application support experience * Experience with a range of diagnostic utilities * Experience with Microsoft Office 365 * Experience with anti-virus/anti-spyware tools Applicants must clearly demonstrate the essential qualifications to be given further consideration. Resumes should be in chronological order specifying education and employment in months and years including relevant part-time and full-time employment. OPERATIONAL REQUIREMENTS: * The Service Desk operation requires shift work on a rotating schedule to provide support to customers 24 hours per day, 7 days per week, your work schedule will be on a rotating basis. * Candidates will be required to undergo Criminal History Clearance prior to appointment. BEHAVIOURAL COMPETENCIES: The successful candidate will possess the following behavioral competencies: * Client Service Orientation * Effective Interactive Communication * Initiative * Teamwork and Cooperation * Analytcal Thinking and Judgement TECHNICAL COMPETENCIES: The successful candidate will possess the following technical competencies: * Specialized Subject Matter Expertise and Knowledge * Ability to Use Office Technology, Software and Applications * Written Communication Resumes should be in chronological order specifying education and employment in months and years including part-time and full-time employment. Salary : $49,244 - $68,744 annually – Pay Band 2 - Management and Non-Union Pay Plan We encourage applicants to apply online by clicking here [https://snb.itacit.com/itacit-recruit/index.jsp?CLIENT=73224542677&LANGUAGE=E] before September 15th 2026 indicating competition number R85-206/27-371. In the unlikely event that you experience technical difficulties or are unable to complete your application online, contact People and Culture. We thank all those who apply however only those selected for further consideration will be contacted. This competition may be used to fill future vacancies at the same level within the same work location. Candidates registered with the Equal Employment Opportunity Program [http://www2.gnb.ca/content/gnb/en/departments/treasury_board/services/services_renderer.5028.Equal_Employment_Opportunity_Program_.html] and veterans, who demonstrate they are among the most qualified, shall be given preference at the time of appointment.

What you’ll do

The Service Desk Analyst is responsible for triaging, prioritizing, and resolving IT incidents and service requests to minimize business disruption. They will utilize diagnostic tools to provide technical support and ensure high-quality service delivery to customers.

Requirements

Candidates must possess a two-year College Diploma in Information Technology or a related field and have a working knowledge of Windows operating systems. Proficiency in both English and French is a mandatory requirement for this position.

Benefits

• Comprehensive employee benefits package • Employee recognition program • Mentoring program • Training and development opportunities • Leadership development

Listed skills

• Customer service · Preferred
• Teamwork · Preferred
• Incident Management · Preferred
• Problem solving · Preferred
• Communication · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Incident management
• Triage
• Problem solving
• Technical support
• Windows 10
• Windows 11
• IT service management
• Customer service
• Diagnostic tools
• Hardware support
• Microsoft Office 365
• Anti-virus tools
• Anti-spyware tools
• Communication
• Teamwork
• Analytical thinking
• Microsoft 365
• People Oriented
• Microsoft Windows 10
• Bilingual (French/English)
• Shift Work
• HyperText Markup Language (HTML)
• Spyware
• Apple IOS
• Technical Support
• Management
• Computer Hardware
• Information Technology
• Cooperation
• Operating Systems
• Innovation
• Interactive Communications
• Problem Solving
• IT Service Management
• ITIL Certifications
• Leadership Development
• Mentorship
• Public Service
• Writing
• Prioritization

Job areas

• Technology
• Customer Service & Support
• Government & Public Sector
• Service Desk Analyst
• Help Desk Technician / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists