Internal Job Title : Service Desk Analyst

　　Job Type: Full Time , Permanent

　　Location: Sault Ste. Marie, ON

　　Work Model: Hybrid

　　Deadline for Submissions: Monday, February 5 th

　　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

　　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: A s 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 .

　　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.

　　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 ;

　　Various o ther duties and responsibilities .

　　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.