Service Desk Analyst

4 weeks ago

Oakville, Canada Geotab Full time

Who we are:
Geotab ® is a global leader in IoT and connected transportation and certified “Great Place to Work.” We are a company of diverse and talented individuals who work together to help businesses grow and succeed, and increase the safety and sustainability of our communities.

Geotab is advancing security, connecting commercial vehicles to the internet and providing web-based analytics to help customers better manage their fleets. Geotab’s open platform and Geotab Marketplace ®, offering hundreds of third-party solution options, allows both small and large businesses to automate operations by integrating vehicle data with their other data assets. Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, optimize fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes.

**Who you are:
We are always looking for amazing talent who can contribute to our growth and deliver results Geotab is seeking a Service Desk Analyst who will support Geotab employees with troubleshooting and resolving hardware/software issues, managing the onboarding and offboarding process and supporting and maintain our office space within Geotab's IT standards. If you love technology, and are keen to join an industry leader — we would love to hear from you

**What you’ll do**:
As a Service Desk Analyst, your key area of responsibility as the single point of contact for Geotabbers in relation to IT incidents and service requests. You will provide exceptional standards of support to all employees and support its products, systems and platforms by acting in both proactive and reactive manner, ensuring all the performance targets are met.

**How you'll make an impact**:

- Handling account lockouts and password resets
- Software installation and support
- Application access following RBAC method
- Perform remote troubleshooting through diagnostic techniques and systematic investigation.
- Log all incoming requests and ensure tickets are properly categorized
- Take ownership of tickets, tracking progress through to resolution while keeping client informed
- Update shared Geotab knowledge base/instructions for the IT Team
- Keep up-to-date documentation on all areas of responsibility, including asset databases
- Identify potential areas of improvement to reduce ticket volumes and automate services
- Enable communications for incidents and IT maintenance windows
- Support the IT onboarding process of new employees, including providing access and familiarization to all relevant technology required to successfully perform their duties
- Provide basic in-house training to employees
- Participate in on-call rotation
- Undertake deskside support visits when required

**What you'll bring to this role**:

- 1-3 years of experience in a service desk environment (providing Service Desk support, installations for both hardware and software, and mobile phone support)
- Experienced in Google Workspace Administration (troubleshooting Gmail, Drive, Sheets, Slides and docs, Administration of inbox rights/access and shared mailboxes)
- Good understanding of Chrome, Windows and Linux (Ubuntu) OS
- Good understanding of computer systems, mobile devices and other technical products
- Ability to diagnose and resolve basic technical issues (e.g. networking knowledge including LAN connectivity and Internet connection issues)
- Experience working within a technical or engineering organization/knowledge of the high-technology industry is an asset
- High accuracy and meticulous attention to detail
- Able to work well under pressure, excellent communication skills and enjoys helping employees
- Highly organized and able to manage multiple tasks
- Excellent verbal and written communication skills.
- Strong analytical skills with the ability to problem-solve to well-judged decisions
- A strong team-player with the ability to engage with all levels of the organization
- Technical competence using software programs, including, but not limited to, Google Workspace (Sheets, Docs, Slides)
- Entrepreneurial mindset and comfortable in a flat organization
- Occasional travel to a nearby office in case of need of coverage for onsite support
- Must be available to work between 7:00am to 6:00pm on a rotational basis as required

If you got this far, we hope you're feeling excited about this role Even if you don't feel you meet every single requirement, we still encourage you to apply.

**Please note**: Geotab does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Geotab employees.

Why job seekers choose Geotab:
Work from home and flex work arrangements
- Home office reimbursement program
- Baby bonus & parental leave top up program
- Online learning and networking opportunities
- Electric vehicle purchase incentive program
- Competitive medical and dental be

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