Service Desk Analyst

at  Canadian Bank Note Company Limited

Finding an entry-level job that provides ample training, support and guidance on how to think critically and solve problems effectively can be key in developing your skills quickly and providing you competitive advantage among your peers. If you are relatively new to the job market or looking to switch careers and are seeking a role that will push you to improve every day while providing you the tools you need to be successful, you may have just found it!

We are looking for a Service Desk Analyst to join our Charitable Gaming Division in Sault Ste Marie. Our mission through Charitable Gaming is to work with customers to create businesses that thrive and maximize monies for good cause programs locally and abroad. As a Service Desk Analyst, you’ll help ensure these charitable businesses run smoothly by quickly resolving technical issues and keeping the systems operational. You’ll accomplish this by successfully completing the following:

• You’ll spend your first few weeks meeting fellow team members and getting a high level overview of our Charitable Gaming systems (Electronic Bingo, Electronic Raffle (50/50), Video Lottery Terminals, etc.). As you set up your workstation and familiarize yourself with our tools (Livetime, SCCM and Remote Desktop); you’ll work with staff to gain an understanding of the business through one-on-one and classroom training.
• Once you’ve successfully completed your training, you’ll troubleshoot technical issues as the first point of contact for customers then prioritize and resolve or escalate using a Knowledge Base outlining all required processes and procedures. Constant peer support and coaching will be provided to help you succeed.
• Four to six months into the position, you will have a thorough end-to-end understanding of our Charitable Gaming systems and processes and be successfully supporting customers independently. You’ll continue to broaden your Tier 1 Support capabilities of Charitable Gaming systems by working closely with internal Tier 2/Tier 3 Support and external 3rd Party Vendors to understand the technical specifics completed on escalations.
• Within your first year you should be in a position to take on additional tasks and roles within the help desk. You’ll continuously learn new systems and review new software releases. You’ll have the opportunity to coach and mentor new staff, build long term relationships with customers and suggest potential process improvements.

Ideally you possess a university degree in computer science or related field and previous technical customer support experience. The ability to think critically and execute effective problem analysis to resolve software, hardware and network issues are essential to this role. Eligibility for Secret Level security clearance is mandatory.
As an Equal Opportunity Employer, Canadian Bank Note Company, Limited is committed to achieving a skilled and diversified 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