Service Desk Analyst

2 months ago

Sault Ste Marie, Ontario, Canada Canadian Bank Note Full time

About the Role

We are seeking a highly skilled Service Desk Analyst to join our Charitable Gaming team. As a key member of our support team, you will be responsible for providing technical support to our customers, ensuring the smooth operation of our charitable gaming systems.

Key Responsibilities

  • Provide first-level technical support to customers, troubleshooting and resolving technical issues and user requests.
  • Perform 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 current standards, procedures, and policies for all incidents, requests, provisioning, and deprovisioning.

Requirements

  • University degree in computer science or related field, or equivalent combination of education and relevant experience.
  • Familiarity with customer service principles and experience in a customer-facing role.
  • Experience with a ticketing system.
  • Familiarity with networking.

Preferred Qualifications

  • Proficiency in MS 365 (Outlook, Teams, Word, Excel, SharePoint).
  • Excellent analytical and communication skills.
  • Fluency in French or Spanish.

About Us

Canadian Bank Note Company, Limited is a leading provider of industry-leading solutions for various domains, including Border Security, Civil Identity, and Lottery and Charitable Gaming. We are committed to achieving a skilled workforce that reflects the diversity of the Canadian population.

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