Service Desk and Facial Recognition Analyst - NA Service Delivery

Position: Service Desk Analyst 

Job Type: Permanent Full-Time 

Location: Ottawa ON

Work Model: Hybrid 

Position Summary

As a Service Desk Analyst in our North American Service Delivery group your responsibilities will include providing 1st level technical support to our international base of ID Systems customers and internal CBN teams (approx. 25% of the time) as well as supporting our custom facial recognition (FR) application by performing facial photo comparisons (approx. 75% of the time).

Responsibilities

Technical Support

• 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; 
• Triage and escalate unresolved issues to the appropriate internal technical resources in a timely manner; 
• Submit and track service requests with third party support technicians as required;
• 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. 

Qualifications :

Education

• College certificate (or similar) in IT related field
  • Relevant experience will be considered in lieu of education

Knowledge

• Computers peripherals and IT system fundamentals
  • Networking servers databases web applications
• Customer service principles

Technical Environment

• O/S: Windows (Linux an asset)
• Hardware: Desktop workstations printers scanners peripherals etc.
• Networking: LAN TCP/IP ODBC

Soft Skills and Competencies 

• Critical thinking skills
  • Analysis problem solving
• Interpersonal skills
  • Communication teamwork and collaboration 
• Excellent organization and prioritization skills
• Self-directed 

Mandatory Requirements

• Language: Fluency in English (reading writing speaking)
• Work Hours: 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
• Security Clearance: Ability to obtain and maintain Government of Canada Secret (Level II) clearance. 

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.

Remote Work :

No

Employment Type :

Full-time