Service Desk Analyst - Lotteries

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 youll 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 

Qualifications :

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

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