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Service Desk Analyst

Oakville, Ontario - Canada

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.
 
Our team is growing and we’re looking for people who follow their passion, think differently and want to make an impact. Ours is a fast paced, ever changing environment. Geotabbers accept that challenge and are willing to take on new tasks and activities - ones that may not always be described in the initial job description. Join us for a fulfilling career with opportunities to innovate, great benefits, and our fun and inclusive work culture. Reach your full potential with Geotab. To see what it’s like to be a Geotabber, check out our blog and follow us @InsideGeotab on Instagram. Join our talent network to learn more about job opportunities and company news.

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 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. 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 will be to serve as the first point of contact for employees seeking technical assistance over ticketing tools, chat or email, executing basic troubleshooting for all tickets. You will be responsible to perform remote troubleshooting through diagnostic techniques and systematic investigation.


To be successful in this role you will be a self-starter with strong written and verbal communication skills, and have the ability to quickly understand complex, technical concepts. In addition, the successful candidate will have strong analytical skills with the ability to problem-solve to well-judged decisions and provide world class customer service to Geotabers from departments throughout the organization.  

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.

  • Serve as the first point of contact for employees seeking technical assistance over ticketing tools, chat or email, executing basic troubleshooting for all tickets.

  • 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 databasesIdentify 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 the role

  • Post-Secondary Diploma/Degree or equivalent experience.

  • Diploma/Degree specialization in Computer Science, IT, Engineering or a related field.

  • Professional certification in IT (e.g. CompTIA A+, network+, MCSE) highly valued.

  • 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

Flex working 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 benefits
Retirement savings program

*The above are offered to full-time permanent employees only

How we work

At Geotab, we have adopted a flexible hybrid working model in that we have systems, functions, programs and policies in place to support both in-person and virtual work. However, you are welcomed and encouraged to come into our beautiful, safe, clean offices as often as you like. When working from home, you are required to have a reliable internet connection with at least 50mb DL/10mb UL. Virtual work is supported with cloud-based applications, collaboration tools and asynchronous working. The health and safety of employees are a top priority. We encourage work-life balance and keep the Geotab culture going strong with online social events, chat rooms and gatherings. Join us and help reshape the future of technology!
 
We believe that ensuring diversity is fundamental to our future growth and progress and is an integral part of our business. We believe that success happens where new ideas can flourish – in an environment that is rich in diversity and a place where people from various backgrounds can work together. Geotab encourages applications from all qualified individuals. We are committed to accommodating people with disabilities during the recruitment and assessment processes and when people are hired. We will ensure the accessibility needs of employees with disabilities are taken into account as part of performance management, career development, training and redeployment processes. If you require accommodation at any stage of the application process or want more information about our diversity and inclusion as well as accommodation policies and practices, please contact us at careers@geotab.com. By submitting a job application to Geotab Inc. or its affiliates and subsidiaries (collectively, “Geotab”), you acknowledge Geotab’s collection, use and disclosure of your personal data in accordance with our Privacy Policy. Click here to learn more about what happens with your personal data.

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Geotab’s Voluntary Self-Identification Survey

Geotab is committed to fair and equitable treatment for all, and fostering a culture that embraces diversity and inclusion throughout the hiring process and beyond. At Geotab, our unique company culture is built upon the value of “always do the right thing” which is embraced by employees around the world. As a global organization, we continuously seek ways in which we can support both our staff and our communities through programs and partnerships focused on empowering diversity and prioritizing inclusion. 

We invite you to complete this optional survey to help us evaluate our diversity and inclusion efforts. Submission of the information on this form is strictly voluntary. Opting not to participate will not impact your job application in any way. Information obtained will not be associated with your name or job application in any identifiable manner. This information will be kept secure and confidential and will be used solely to evaluate our diversity and inclusion efforts. The information collected in this survey is only available to HR staff and Geotab data scientists to view in aggregated data format and not on an individual basis. Your answer will be maintained confidential and not be seen by selecting officials or anyone else involved in making hiring decisions.

Note to USA Applicants: This is a separate survey from the EEO-1 Voluntary Self Identification Form used in the United States for compliance purposes. We feel that the options found in the mandated survey do not encompass the rich diversity of our applicants, and as such strive to provide additional responses that reflect the landscape more accurately.

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