Internal Job Title : Service Desk Analyst (Contract)

　　Job Type: Full Time , 18 - month contract

　　Location: Sault Ste. Marie, ON

　　Work Model: Hybrid

　　Deadline for Submissions: Monday, February 5th

　　Position Summary

　　As a Service Desk Analyst in our Charitable Gaming group, you’ll be responsible for monitoring our customers’ charitable gaming systems and providing the 1 st level technical support that keeps the systems operational. This 18-month contract may lead to the possibility of permanent, full-time employment in our Charitable Gaming division.

　　What We Can Offer You

　　Compensation: We seek long - term relationships with our employees and recognize and reward them with a competitive compensation package .

　　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 abilitie s.

　　Culture : 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.

　　What You Will Do

　　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 ;

　　Documen t 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 deliver y ;

　　Maintain the current standards, procedures , and policies for all incidents, requests, provisioning and deprovisioning ; and

　　Various o ther duties and responsibilities .

　　Qualifications

　　Knowledge and Experience

　　University degree in computer science (or related field) or equivalent combination of education and relevant experience

　　Familiarity with customer service principles/e xperience in a customer-facing role

　　Experience with a ticketing system ( asset )

　　Familiarity with networking

　　Skills and Abilities

　　Proficiency in MS 365 (Outlook, Teams, Word, Excel, SharePoint, etc.)

　　Excellent analytical skills

　　Excellent communication skills (verbal and written)

　　Fluency in French or Spanish ( asset )

　　Mandatory Requirements

　　Ability to obtain and maintain Government of Canada Reliability (Level I) clearance.

　　Ability to work a variety of shift s , 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.