Service Desk Analyst

2 weeks ago

Sault Ste Marie, Canada Canadian Bank Note Company, Limited Full time

**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,** **May 27th

**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)

**Mandatory Requirements**
- Ability to obtain and maintain Government of Canada Reliability (Level I) clearance.
- Ability to work a variety of shifts, including nights

**About Us

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