Service Desk Analyst

As a Service Desk Analyst in our International Service Delivery group, you will support the maintenance and optimization of systems within our organization. You'll analyze user requirements, troubleshoot issues, and implement solutions that enhance efficiency and productivity. This position will help ensure that our customer support operations run smoothly and effectively. Responsibilities Customer Support & Issue Management Receive inbound customer inquiries (calls/emails) related to system issues, document them in our internal ticketing system and maintain communication with the customer through to resolution. Escalate issues beyond your technical capabilities to the appropriate internal resources, providing detailed documentation regarding the issue itself and all actions taken to date. Monitoring & Incident Response Investigate alerts and notifications from different monitoring and logging sources. Work with our SOC and NOC to make sure that the systems are working as intended and making sure that incidents are acknowledged by the proper resources. Access & Security Management Take responsibility for controlling and securing user access to systems, applications, and data. Knowledge Management Contribute to/update internal technical troubleshooting guides, capturing details of actions taken to resolve issues. Change Management Participate in the Change Advisory Board (CAB) meetings.

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. At CBN 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.