Service Desk and Facial Recognition Analyst - NA Service Delivery

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.

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.

Job Description

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.