Job Description

Service Desk Analyst

Alcool NB

Liquor

/ Cannabis NB

Title: Service Desk Analyst

Language requirement:

Spoken and written competence in English and in French

Location:

Retail Operations Centre, Fredericton, NB

Closing: September 4th

2025

Who we are

As one of Atlantic Canada's Top Employers for 2025 ANBL is proud of the people-first culture we've built together with our team members and the passion our team brings to work every day.

Alcool NB Liquor (ANBL) is a provincial Crown corporation responsible for the purchase, importation, distribution, and retail activity for all beverage alcohol in the province. We are passionate about our purpose of giving back to New Brunswickers by responsibly enhancing occasions, providing a superior service experience to our customers, spending time in our communities, and fostering strong relationships with our industry and vendor partners.

Cannabis NB (CNB), our sister company, also a provincial Crown corporation, manages retail cannabis sales for the province, providing a range of safe, legal products. The core focus of our retail model is ensuring the thriving cannabis industry developing in New Brunswick is safe and responsible. At CNB, our goal is to deliver a world class customer experience built on good information, a safe high-quality product offering and a highly trained and engaged team. Our mandate is public education and protection, and everyone at Cannabis NB is committed to it.

Every year, we return 100% of profits to the Government of New Brunswick to benefit of all New Brunswickers. As a provincial Crown corporation, we serve the public and licensee community through a network of corporate retail stores and private retail operators. Our mandate is to responsibly manage a successful business for the people of New Brunswick and to deliver the best value for your investment in us.

Corporate Social Responsibility at ANBL

At ANBL, we take our social responsibility seriously. With our Corporate Social Responsibility Strategy to guide us, we are committed to:Responsible selling through our CHECK 30 program, which specifies that customers who look younger than 30 will be asked for valid photo identification. Food security through our partnership with Food Depot Alimentaire to help get more food to the New Brunswickers who need it. Helping New Brunswickers get home safely through our Safe Ride program, providing FREE transportation at ANBL-sponsored events.


None of these efforts would be possible without the more than 800 team members who are the lifeblood of our organization and choose ANBL as their employer.

What's in it for you?

Being part of the ANBL team means being part of an organization that values its employees, where everyone has a voice and uses it in the best interest of the organization and our people. We are all proud of what we contribute to the betterment of our province, and we take that responsibility seriously.

In addition to offering a market competitive salary, we ensure that our employees can enjoy work-life balance by offering a comprehensive benefits package, including medical, dental and a generous pension plan. Employees also have access to a Health Spending Account or Wellness Subsidy, and opportunities to utilize flexible work arrangements, such as remote or hybrid work.

At ANBL we value the growth of our employees both personal and professional. We offer various types of external and internal development activities, including a robust internal Leadership Development Program.

About the Service Desk Analyst role

As a

Service Desk

Analyst

you would provide front-line technical support across the ANBL and Cannabis NB organizations. With a focus on excellent customer service and first call resolution, you will diagnose, troubleshoot, and resolve a variety of issues, including connectivity, device configuration, new system set-up, software installation, and equipment repair. Reporting to the Service Desk Manager, the Service Desk Analyst collaborates with the greater IT department on a variety of projects and continuous improvement initiatives.

Additional Responsibilities

Providing technical support for hardware, software, printers, and mobile devices (iOS) 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 types and service interruptions Escalating complex or unresolved incidents to internal tier-2 and tier-3 and external sources Identifying and implementing process improvements

Technical stack:

Microsoft technologies, including Office 365, Active Directory, SharePoint, etc. Cloud-based business technologies Desktop/laptop configuration and deployment Mobile device management and Apple iOS Devices Point-Of-Sale systems and peripherals

What do you need to be successful?

Diploma in Desktop Support, Information Systems, or similar While a formal degree or diploma is preferred, we value practical experience and are open to considering candidates with equivalent experience in lieu of educational qualifications. 2+ years in a desktop support role in a medium, large, or enterprise environment Good understanding of Enterprise IT operations, including Incident Management, Change Management, and ITIL methodology, and comfortable with Service Management software Excellent customer service, communication, and problem-solving skills Highly self-motivated and patient to successfully prioritize multiple initiatives simultaneously

Would be an asset if you had:

Certifications such as ITIL Foundations, A+, Network+, Microsoft 365 and/or Azure fundamentals or equivalent

Key Competencies

Ensures Accountability -

Holds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others.

Tech Savvy -

Anticipates and adopts innovations in business-building digital and technology applications. For example, investigates technologies to learn some cutting-edge best practices. Uses digital/social media to benefit the team and add value to the work being done; understands how to avoid misuse of these tools.

Collaborates - Builds

partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals; stays in touch and shares information; discourages "us versus them" thinking; shows appreciation for others' ideas and input.

Communicates Effectively -

Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, pays attention to others' insights, advice, or instruction, grasping the main elements. Promptly shares relevant information with the right amount of detail.

Optimizes Work Processes -

Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. For example, uses metrics and benchmarks to

monitor accuracy and quality. Takes steps to make methods productive and efficient. Promptly and effectively addresses process breakdowns.

Language competencies

Bilingualism in both official languages is required

Work location:

The Retail Operations Centre is located in Fredericton, New Brunswick. The successful candidate must be based in New Brunswick

Note

Only candidates with legal authorization to work in Canada will be considered Accommodations may be provided to candidates upon request, in all aspects of the selection process.

How do I join the Team?

Share your resume with us through our online application system.