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Form of work
SalaryInternal Job Title: Service Desk Analyst Team Lead
Job Type: Full Time, Permanent
Location: Sault Ste. Marie, ON
Work Model: Hybrid
Deadline for Submissions: Monday, November 27th
Position Summary
As a Service Desk Analyst (SDA) Team Lead in our Charitable Gaming group, you’ll be taking on the responsibility of incident manager for our SDA team, and will work alongside your team members to resolve calls and keep our clients’ systems operational. You’ll set the standard for our SDA team, and will onboard and train new team members and ensure a consistent level of service across all calls.
What We Can Offer You
- 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 path, 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
- Assist in the onboarding, training, and mentoring of Service Desk Analysts.
- Take on the role of Incident Manager during your scheduled shift, ensuring critical and high priority incidents are identified and actioned appropriately, and resolve incidents using elevated permissions to improve first call resolution.
- Act as the first point of contact for customers for troubleshooting technical issues and user requests and advise them on solutions and escalate as needed;
- Ensure smooth shift transitions ensuring all critical information and tasks are handed off cleanly.
- Perform a variety of network problem analysis and monitoring tasks, and monitor network management systems;
- Document and review processes for resolution of common and repeated incidents;
- Prioritize and manage the queue of Service Desk requests to ensure consistent and effective service delivery;
- Maintain the current standards, procedures, and policies for all incidents, requests, provisioning and deprovisioning; and
- Various other duties and responsibilities.
Qualifications
Knowledge and Experience
- University degree in computer science (or related field) or equivalent combination of education and relevant experience
- Minimum 1 year of experience in a service/help desk role
- Knowledge of (and experience with) ITSM Incident Management processes
- Experience with Service Desk software (ticketing system) and related utilities
- Knowledge of (and experience with) asset management (asset)
- Knowledge of network fundamentals (asset)
- Knowledge of customer service principles
- Experience with a ticketing system (asset)
Technical Skills
- O/S: Windows, Linux
- Ticketing System: Freshservice/FreshCaller or similar
- Office Software: MS 365 (Outlook, Teams, Word, Excel, SharePoint, etc.)
Soft skills and Abilities
- Excellent analytical skills
- Well-developed interpersonal and communication skills
- Strong organization/time management/prioritization skills
- Fluency in French or Spanish (asset)
- Strong team player with a mentorship mindset
Mandatory Requirements
- Fluency in English (verbal and written)
- Ability to work a variety of 12-hour shifts (including nights) in a 24/7 environment
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.
