Job Description

Company Description
Canadian 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.

Internal Job Title: IT Service Desk Analyst
Job Type: Full Time, Contract (12 month)
Location: Sault Ste. Marie, ON
Work Model: Hybrid
Position Summary
As 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.
Responsibilities
Customer Support

• Serve as the first point of contact for all IT Support inquiries via phone, email, and ticketing system.

Service Desk

• Log, categorize, and prioritize incidents and service requests using ITSM Tools (Fresh Service)
• Provide remote support for both hardware and software
• Adhere to Incident & Escalation Management processes.

Documentation

• Contribute to process creation, review and up-keep of processes relevant to the role.

Network Monitoring

• Perform a variety of network troubleshooting and monitoring tasks.

Standards and Procedures

• Maintain the current standards, procedures, and policies for all incidents, requests, provisioning, and deprovisioning.

Miscellaneous

• Various other duties and responsibilities.

Qualifications
Knowledge

• College diploma in IT related field
• Understanding of computer hardware components and software applications
• Knowledge of basic network management, troubleshooting and monitoring practices
• Familiarity with ITIL (Information Technology Infrastructure Library) practices and standards is an asset
• Customer Service principles

Experience

• Experience in a customer-facing role is an asset

• Experience with a ticketing system is an asset

Soft Skills and Competencies

• Critical thinking

• Analysis, problem-solving
• Interpersonal skills

• Communication, listening, teamwork and collaboration
• Organization and prioritization skills
• Accountability

Mandatory Requirements

• Language: Fluency in English (reading, writing, speaking)
• Work Hours: 12-hour rotations, including nights & weekends

Additional Information
Canadian 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.

Skills Required