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.

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; and
• Very progressive fertility, adoption, and surrogacy benefits to support all definitions of family.

Internal Job Title: Service Desk Analyst

Job Type: Full Time, Permanent

Location: Ottawa, ON

Work Model: Hybrid (4-5 days on site to start, taper down as knowledge increases)

Position Summary

As a Service Desk Analyst in our Lottery division, you'll help ensure our business partners operations run smoothly by quickly resolving technical issues and keeping the systems operational. Your work will help our partner organizations maximize monies for good-cause programs. This position is ideal for a recent graduate who is looking to build their knowledge and skills and prepare themselves for a career in IT support or System Administration.

Responsibilities

Customer Support & Issue Resolution

• Act as the first point of contact for customers for troubleshooting technical issues and user requests
• Advise customers on solutions and escalate issues as needed
• Document and review processes for resolution of common and repeated incidents

Network Operations & Monitoring

• Perform a variety of network problem analysis and monitoring tasks
• Monitor network management systems

Service Management & Workflow Prioritization

• Prioritize and manage the queue of service desk requests to ensure consistent and effective service delivery
• Maintain and follow current standards, procedures, and policies for all incidents, service requests, provisioning and deprovisioning

General & Miscellaneous Duties

• Various other duties and responsibilities

Education and Knowledge

• College certificate (or similar) in an IT related field or an equivalent number of additional years of relevant experience
• Knowledge of the following:
  • IT system fundamentals
    • Hardware, software, networking, security, data and storage
  • IT troubleshooting fundamentals
  • Ticketing systems (asset)
  • Customer service principles

Experience

• 0-2 years of IT support experience
• Experience in a customer-facing position

Technical Environment

• O/S: Linux
• Hardware: Workstations, peripherals, etc.
• Network: LAN, TCP/IP, VPN, PKI, etc.

Skills and Abilities

• Critical thinking skills
  • Analysis, problem solving
• Interpersonal skills
  • Communication, teamwork and collaboration
• Excellent organization and prioritization skills
• Growth mindset

Mandatory Requirements

• Language: Fluency in English (reading, writing, speaking); Fluency in Spanish is an asset
• Work hours: Ability to work outside of standard (9 am to 5 pm) business hours to enable support for all our customers, for example: 6 a.m. - 2 p.m. or 11 am - 7 pm

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.