Job Title

Company Description 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. 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; Very progressive fertility, adoption, and surrogacy benefits to support all definitions of family. Internal Job Title: IT Service Desk Analyst Job Type: Full Time, Permanent As an IT Service Desk Analyst, you will serve as the first point of contact for all IT support needs, ensuring timely and effective resolution in our various Charitable Gaming Operations. Customer Support ~ Serve as the first point of contact for all IT Support inquiries via phone, email, and ticketing system. Service Desk Log, categorize, and prioritize incidents and service requests using ITSM Tools (Fresh Service) Provide remote support for both hardware and software Network Monitoring ~ Perform a variety of network troubleshooting and monitoring tasks. Maintain the current standards, procedures, and policies for all incidents, requests, provisioning, and deprovisioning. College diploma in IT related field Understanding of computer hardware components and software applications Knowledge of basic network management, troubleshooting and monitoring practices Familiarity with ITIL (Information Technology Infrastructure Library) practices and standards is an asset Customer Service principles Experience in a customer-facing role is an asset Experience with a ticketing system is an asset Analysis, problem-solving Language: Fluency in English (reading, writing, speaking) Work Hours: 12-hour rotations, including nights & weekends 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. 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.