Service Desk Analyst

at  Canadian Bank Note Company Limited

Internal Job Title: Service Desk Analyst
Job Type: Full Time, Permanent
Location: Sault Ste. Marie, ON
Work Model: Hybrid
Deadline for Submissions: Monday, May 28th

POSITION SUMMARY

As a Service Desk Analyst in our Charitable Gaming division you’ll help ensure our charitable business partners run smoothly by quickly resolving technical issues and keeping the systems operational. Your work will help charitable organizations maximize monies for good-cause programs locally and abroad.
What We Can Offer You
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Compensation: We seek long term relationships with our employees and recognize and reward them with a competitive total compensation package that includes:

• An industry leading defined contribution pension plan with company matching contributions (up to 5%) and payment of service fees,
• Best-in-class health, medical and life insurance benefits;
• Access to virtual and telehealth services and apps; and

• Very progressive fertility, adoption and surrogacy benefits to support all definitions of family.

• Career: As a knowledge-based organization we will provide you with a wealth of learning opportunities and challenging work that will grow your knowledge, skills and abilities. At CBN, we encourage and empower our employees to chart their own career path, putting you in control of your future.

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  Culture: Personal character is the foundation of our culture. CBN’s 7 Core Principles shape and guide our behaviours and underpin the sense of community you will experience at CBN. Equality, diversity and inclusivity are important to us as an organization, and we are committed to fostering and developing a work environment where every employee is treated with dignity and respect.

QUALIFICATIONS

Knowledge and Experience

• Formal education in computer science or related field
• Experience in a customer-facing role
• Experience with a ticketing system an asset

Skills and Abilities

• Critical thinking and problem solving
• Customer service and communication
• Fluency in French or Spanish an asset

MANDATORY REQUIREMENTS

• Ability to obtain and maintain Government of Canada Reliability (Level I) clearance.
• Ability to work on a shift schedule, including nights

ABOUT US

CBN designs and develops industry leading solutions for the following domains: Border Security, Civil Identity, Driver Identification and Vehicle Information, Currency and Excise Control, and Lottery and Charitable Gaming. To learn more, visit www.cbnco.com.
As an Equal Opportunity Employer, Canadian Bank Note Company, Limited is committed to achieving a skilled workforce that reflects the diversity of the Canadian population. We encourage applications from women, visible minorities, people with disabilities and Aboriginal people. Canadian Bank Note Company Limited is committed to developing inclusive, barrier-free selection processes and work environments. If contacted regarding this competition, please advise the interview coordinator of any accommodation measures you may require.

• Act as the first point of contact for customers for troubleshooting technical issues and user requests and advise them on solutions and escalate as needed;
• Perform a variety of network problem analysis and monitoring tasks, and monitor network management systems;
• Document and review processes for resolution of common and repeated incidents
• Prioritize and manage the queue of service desk requests to ensure consistent and effective service delivery;
• Maintain the current standards, procedures, and policies for all incidents, requests, provisioning and deprovisioning;
• Various other duties and responsibilities.