Service Desk Analyst - Bestpass id-7023
Job Description
We Speak Safety and Efficiency:
In September of 2024, Bestpass, Fleetworthy, ExpressTruckTax and Drivewyze rebranded as Fleetworthy. This rebrand reflects our ongoing mission to simplify fleet safety, compliance, and toll management under one unified brand.
Fleetworthy is revolutionizing road safety and fleet management with a command center for safety, compliance, and efficiency. Our connected suite provides real-time insights and control, enabling customers to maximize efficiency, reduce risk, and save money.
With technology that unifies safety, compliance, toll management, weigh station bypass, and more, Fleetworthy empowers organizations to perform at their best. We simplify operations to ensure every vehicle and driver is not just compliant, but beyond compliant. Supporting millions of drivers and vehicles, Fleetworthy is leading a new era in road safety and fleet technology.
At Fleetworthy, you’re in the driver’s seat!
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We Speak Safety and Efficiency:
In September of 2024, Bestpass, Fleetworthy, ExpressTruckTax and Drivewyze rebranded as Fleetworthy. This rebrand reflects our ongoing mission to simplify fleet safety, compliance, and toll management under one unified brand.
Fleetworthy is revolutionizing road safety and fleet management with a command center for safety, compliance, and efficiency. Our connected suite provides real-time insights and control, enabling customers to maximize efficiency, reduce risk, and save money.
With technology that unifies safety, compliance, toll management, weigh station bypass, and more, Fleetworthy empowers organizations to perform at their best. We simplify operations to ensure every vehicle and driver is not just compliant, but beyond compliant. Supporting millions of drivers and vehicles, Fleetworthy is leading a new era in road safety and fleet technology.
At Fleetworthy, you’re in the driver’s seat!
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.
** Must have previous engineering support experience**
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.
