Service Desk Analyst

6 months ago

Edmonton, Canada Drivewyze Full time

**About us**:
We are an innovative technology service provider to the transportation industry across North America. We are disrupting the commercial trucking industry by delivering unsurpassed time-saving and cost-effective technology solutions to commercial vehicle operators and carriers throughout the United States and Canada. We are on a mission to revolutionize highway safety and efficiency and we are looking for great talent to be part of our success story

**About You**:
You possess a remarkable ability to grasp hardware, electrical systems, and schematics effortlessly. Your natural critical thinking skills set you apart from others. You take immense satisfaction in identifying the root causes of issues through your exceptional troubleshooting capabilities, and you thrive on delivering professional and top-notch customer experiences.

**Reports to**: Manager, Service Desk

**Location**: Edmonton, Alberta Canada

**Key accountabilities include but are to limited to**:
In this role, you will have the opportunity to display your professionalism and outstanding communication skills by providing technical support for our government client systems. These hardware and software systems support our operations across the United States and Canada. You will monitor the progress of issue resolution and ensure that customer needs are met.

As a key partner to our Field Services Technicians and other internal groups, you will identify, diagnose and triage hardware and software issues, coordinate system maintenance and upgrade schedules, and perform calibrations. Additionally, you will gain proficiency in supporting a range of innovative technologies in our industry, including thermal imaging, digital imaging, radiation detection, and laser scanning systems. Your responsibilities will include:

- Remotely investigating incidents submitted through our incident management system or the Service Desk phone queue.
- Analyzing issues, categorizing their severity (Tier 1, 2, or 3), and determining the urgency of resolution.
- Escalating incidents to additional support groups if unable to resolve them according to our standard operating procedure workflow.
- Ensuring that all parties involved document tickets before marking them as fulfilled in the system and following up with the respective party, as necessary.

As a Service Desk Analyst, you will be a vital part of our team, contributing to the efficiency and effectiveness of our operations while delivering exceptional support to our clients. This is an exciting role for someone looking to utilize deepen their knowledge and experience with electrical hardware and software systems.

**Job Requiremens**:

- Training, certification and/or degree in Electrical Engineering, Electrical Systems or related.
- Previous experience in a technical support role an asset.
- Demonstrated success managing multiple deadlines and demands and working under pressure.
- Self-motivated, detail-oriented, and able to work independently.
- Willing to work an on-call shift (evenings, weekend) on a rotational basis monthly.
- Valid passport to travel between the US and Canada.

**By Joining us You’ll Enjoy**:

- Great people to work within an inclusive and collaborative culture
- Flexible work options
- Open vacation program with unlimited vacation days
- Competitive compensation package, including benefits and employee stock options
- Differential pay for working evenings/weekends on rotation
- Opportunities to make your mark, experience growth, professional development, and advancement within the company
- Employee recognition and referral programs
- Social initiatives
- virtual games and contests, pickle ball, basketball, ping pong, foosball, darts, you name your game

Work with us because you believe in what we do.
Want to be part of a team whose mission is to save lives by reducing commercial transportation fatalities? How about being part of a tech company that continues to disrupt industry with new ideas?
Although technically, we have been in business for almost 20 years, we are proud to have maintained a start-up feel with each team member acting like owners modeling our values:

- Create Exceptional Experiences. Think like a customer, colleague, partner, and stakeholder. Strive to go above and beyond and have a positive impact on others.
- Drive to Succeed. Be purposeful and accountable. Persevere through challenges and seek ways to enable success. Operate with speed, agility, and excellence.
- Empower and Lead. Take the initiative and be proactive. Identify problems quickly and help tackle them. Have a voice, share ideas, and give constructive feedback. Encourage others to do the same.
- Disrupt Creatively. Be curious, explore ideas without bias, and fearlessly try new things. Foster innovation with diversity of thought. Merit ideas, not titles, and learn from failure.
- Cultivate Relationships. Build credibility and influence with integrity, honesty, and commitment. Seek win-win outco

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