JOB DESCRIPTIONInsight 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 requiredPrioritize and manage multiple concurrent incidents from initial contact to conclusion, and documenting findings and solutions within service management toolsCreating support documentation and knowledge base articles, classifying incident/request types and service interruptionsEscalating complex or unresolved incidents to internal tier 2/3 resources as well as external vendor support partners as requiredAccount management for the on-boarding and off-boarding processes ensuring access management is maintainedIdentifying and implementing process improvementsREQUIRED SKILLS AND EXPERIENCE2+ years in a desktop support role in a medium, large, or enterprise environmentSupporting cloud-based technologies including Active Directory, Microsoft 365, SharePoint, Office 365, and Dynamics 365Mobile device management and support for Apple IOS DevicesPoint of Sale systems and peripheralsCollaborating with cross-functional teams for project deliveryAnalytical and problem-solving skillsSome travel may be required to retail stores or other office locations based on business needsFrench and English front line supportStrong communication abilities (verbal and written), active listening skills, patience, and customer focused attitude.