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Service Desk Analyst
2 months ago
Deadline for Submissions: Monday,July 29th
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 1st 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 abilities.
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;
- 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; and
- Various other 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/experience 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)
- Ability to obtain and maintain Government of Canada Reliability (Level I) clearance.
- Ability to work a variety of shifts, including nights
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. #J-18808-Ljbffr
