Service Desk Analyst - Jobs in Richmond Hill, ON

Job Description

Who We AreMAVES builds advanced 3PL software for logistics companies that handle the warehousing and transportation requirements of multiple clients. Our flagship offering, ViewPoint LogisticsTM, enables the 3PL service provider to manage their operations in real time using powerful tools that improve the agility and profitability of their business.The RoleAs a member of the Product Support Group, reporting to the Product Manager, you will be responsible for Front Line Support of application software products as deployed and in use by our clients.Performing a triage function:· You will use your superlative communications skills, both spoken and written to fully identify the issue as reported,· Your analytic skills along with the MAVES Support documentation will allow you to confirm the priority of the issue and the likely resolution strategy,· Your will apply the likely resolution strategy, update the client and our Service Desk issue tracking applicationUnresolved issues will be escalated as appropriate.Operating with a small team you will work closely with other team members. You will be a self-starter, also capable of productive, independent work when appropriate, providing regular, detailed updates of activities to the team and Management. Your strong documentation skills will allow you to add to our internal body of knowledge based on your experience in this client facing position.This is an entry or intermediate level position with opportunity for advancement including the possibility of a future position with our Application Development Group.Responsibilities and Required Skills for the RoleRole Responsibilities- Monitor, investigate, answer, resolve and log application incident issues as reported and addressed in MAVES Service Desk Issue tracking application- Triage end user support issues and actively work with other MAVES staff and teams to resolve issues in a timely manner- Escalate any and all high priority, unresolved or unidentified issues according to MAVES internal procedures and escalation protocols- Maintain the highest level of professional conduct and adhere to MAVES published Service Level Objectives (SLOs)- Document any and all events, conversations, investigative efforts related to in-process assigned issues- As possible, impart business and application knowledge to assist MAVES clients in their day to day use of the applications- Apply rigorous testing/QA processes on all issue resolution steps to confirm proper corrective action was taken and maintain the highest level of client satisfaction- Constantly engage in continuous improvement of knowledge of applications and their use in industry- You will be available to work evening, overnight and weekends on a rotating basis as a part of a 7/24 hour Service Desk team- You will available for occasional work-related travel, if necessaryRequired Technical Skills- Post-secondary degree or diploma in computer science, other technological field of similar work experience- Working knowledge of data manipulation tools such as IBM Data Studio- Database management and design experience including strong SQLOptional Technical Skills- Experience with a broad mix of technology including:o Linux, RDBMS (DB2 preferred)o XML, XSLT, XSL-FO, Apache FOPo Mapping Tools (eg. Altova MapForce), Ecrion XF Forms Designer- Good knowledge of Electronic Data Interchange (EDI) tools and processesOther Skills- Excellent verbal and written communication skills in English- Can effectively communicate technical issues to non-technical individuals- Ability to work with multiple simultaneous priorities in a demanding environment- Experience in a commercial software development environment is preferred- Experience with Warehouse Management, Transportation Management, and other Logistics applications is an assetJob Types: Full-time, PermanentSalary: $45,000.00-$55,000.00 per yearBenefits:

• Dental care
• Extended health care
• Life insurance
• On-site parking
• Vision care

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Richmond Hill, ON: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Richmond Hill, ONExpected start date: 2023-05-01Quick Apply

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