Service Desk Analyst Job at Canadian Bank Note Company, Limited
Position: Service Desk Analyst
Job Type: Permanent Full-Time
Location: Ottawa
Work Model: Hybrid
POSITION SUMMARY
As a Service Desk Analyst in our Identification (ID) Systems group, your primary responsibility will be to provide 1st level technical support to our international base of ID Systems customers and internal CBN teams. Additionally, you will support our custom facial recognition (FR) application by performing facial photo comparisons on a daily basis.
This entry-level position will expose you to a breadth of our ID system solutions, a multitude of internal teams (technical and operational) and prime you for growth within the company.
WHAT WE OFFER
Compensation: 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.
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. At CBN, we encourage and empower our employees to chart their own career paths, putting you in control of your future.
Culture: Personal character is the foundation of our culture. CBN’s 7 Core Principles shape and guide our behaviours and underpin the sense of community you will experience at CBN. 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
Technical S upport:
Develop a basic understanding of various CBN solutions within the ID systems domain;- Respond quickly to customer inquiries and create detailed service tickets that document the issue;
- Perform initial diagnostics and troubleshoot/resolve issues pertaining to CBN custom software applications and related software, hardware and networks;
- Escalate unresolved issues to the appropriate internal technical resources in a timely manner;
- Perform preventative maintenance and repairs on various hardware (workstations, printers, peripherals, etc.);
- Manage and maintain an inventory of spare parts and consumables; and
- Various other duties and responsibilities.
Facial Recognition Support:
Perform facial photo comparisons using a custom CBN FR application, escalating difficult cases to specialized customer FR support teams as required;- Track adherence to Service Level Agreements (SLAs) and ensure we are meeting our contractual obligations; and
- Report and escalate any FR technical issues to the appropriate technical resources.
MINIMUM QUALIFICATIONS
Education and Experience
- College diploma in IT or related field OR recognized IT certificate(s)
Knowledge, Skills , and Abilities
Language
- English (French or Spanish is an asset)
Technical Skills (basic understanding)
- O/S: Windows (Linux an asset);
- Software: MS 365
- Hardware: Desktop workstations, printers, scanners, peripherals, etc.;
- Networking: LAN, TCP/IP, ODBC;
- Servers: Web servers, web application servers, database; and
- Applications: Client/Server, web based, database.
Soft Skills
- Excellent communication skills (verbal and written);
- Excellent organization and time management skills; and
- Ability to work independently.
MANDATORY REQUIREMENTS
Ability to work various 8-hour shifts between 8 a.m. and 8 p.m.;- Ability to occasionally work after-hours/weekends as part of an on-call rotation; and.
- Ability to obtain and maintain Government of Canada Secret (Level II) clearance.
ABOUT US
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.
The health and well-being of our employees is a top priority for CBN. It is our responsibility to ensure that we provide a safe work environment. In response to the COVID-19 Pandemic, we have implemented a mandatory vaccination policy that requires all employees to be Fully Vaccinated. Currently, Fully Vaccinated means that you will have received the full series of a COVID-19 vaccine or combination of COVID-19 vaccines approved by Health Canada. For prospective candidates, when a conditional offer of employment has been made, you will be asked to attest to your vaccination status and will be required to submit proof of vaccination status or request for accommodation pursuant to a relevant provision of Ontario’s Human Rights Code, as amended. If you have any questions or require human rights-based accommodation, please reach out to the CBN Human Resources team at humanresources@cbnco.com.
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