Company DescriptionCanadian Bank Note Company (CBN) is a trusted leader in secure technology solutions for governments and businesses worldwide. The company operates across various business domains, including currency production, border security, civil identity, driver identification and vehicle information, excise control, lottery and charitable gaming.Our 7 Core Principles shape and guide our corporate behaviours and underpin the sense of community you will experience at CBN. We pride ourselves on fostering a supportive and collaborative work environment, where employees are valued for their contributions and encouraged to grow professionally.At CBN 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; andVery progressive fertility, adoption, and surrogacy benefits to support all definitions of family. Job DescriptionInternal Job Title: IT Service Desk AnalystJob Type: Full Time, PermanentLocation: Sault Ste. Marie, ONWork Model: Hybrid Position SummaryAs an IT Service Desk Analyst, you will serve as the first point of contact for all IT support needs, ensuring timely and effective resolution in our various Charitable Gaming Operations. You will play a critical role in maximizing monetary contributions for good-cause programs both locally and all around the world. ResponsibilitiesCustomer SupportServe as the first point of contact for all IT Support inquiries via phone, email, and ticketing system.Service DeskLog, categorize, and prioritize incidents and service requests using ITSM Tools (Fresh Service)Provide remote support for both hardware and softwareAdhere to Incident & Escalation Management processes.DocumentationContribute to process creation, review and up-keep of processes relevant to the role.Network MonitoringPerform a variety of network troubleshooting and monitoring tasks.Standards and ProceduresMaintain the current standards, procedures, and policies for all incidents, requests, provisioning, and deprovisioning.MiscellaneousVarious other duties and responsibilities. QualificationsKnowledgeCollege diploma in IT related fieldUnderstanding of computer hardware components and software applicationsKnowledge of basic network management, troubleshooting and monitoring practicesFamiliarity with ITIL (Information Technology Infrastructure Library) practices and standards is an assetCustomer Service principlesExperience Experience in a customer-facing role is an assetExperience with a ticketing system is an assetSoft Skills and CompetenciesCritical thinkingAnalysis, problem-solvingInterpersonal skillsCommunication, listening, teamwork and collaborationOrganization and prioritization skillsAccountabilityMandatory RequirementsLanguage: Fluency in English (reading, writing, speaking)Work Hours: 12-hour rotations, including nights & weekends Additional InformationCanadian Bank Note Company (CBN) is committed to fostering a diverse and inclusive workplace where all employees are treated with dignity and respect. We are proud to be an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected status.We provide equal employment opportunities to all individuals, including women, Indigenous Peoples, persons with disabilities, visible minorities, and members of the 2SLGBTQ+ community. Our commitment to equity extends to all aspects of employment, including recruitment, hiring, promotion, compensation, benefits, training, and development. As part of our commitment to providing an inclusive, barrier free selection process, we ask that if you are contacted regarding the competition for this position, you advise the interview coordinator or any accommodation measures you may require.At CBN, we value the unique perspectives and experiences that each employee brings to our organization, and we are committed to maintaining a workplace that reflects the diverse communities we serve. We believe that diversity and inclusion drive innovation and success, and we strive to create an environment where every employee can thrive and contribute to our collective goals.
