[Hiring] Service Desk Analyst @Netrix Global

Role Description

This Service Desk Analyst position is a remote United States based role for future needs for all shifts. Netrix Global is seeking a Service Desk Analyst I who will provide timely and accurate tier one technical support to all clients generated from calls and emails, as well as ticket escalations and assignments from management.

• Provide timely and accurate tier one technical support for Netrix clients through response to incoming calls, instant messaging, and email queues.
• Document incidents and requests reported from the client, the troubleshooting steps performed with their corresponding results accurately and simultaneously into the ITSM system of record.
• Monitor tickets generated by monitoring systems for critical infrastructure problems; perform troubleshooting to diagnose issues, and escalate issues following the proper escalation process.
• Monitor and enforce system security guidelines for all clients. Create user accounts and access rights for clients when applicable.
• Provide exceptional customer service to all clients.
• Proactively support and maintain effective user relationships by educating clients on system operations and applications.
• Utilize the Knowledge Base to research, resolve, and respond to incidents and requests received in a timely manner, in accordance to incident management processes.
• Provide accurate troubleshooting and creative solutions to user problems of basic to moderately complex nature to ensure customer productivity.
• Manage the incident process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction.
• May include User Account Management projects/tasks as needed.
• May be requested to provide onsite support at customer location as required.

Qualifications

• Must be physically based within the United States.
• College degree, technical school, or equivalent experience preferred.
• Excellent oral, organizational and written communication skills.
• Minimum 1-3 years experience in a Help Desk/Service Desk or other IT role.
• Experience with using and troubleshooting Outlook/O365 and Office applications within a network environment (permissions, calendar sharing, delegation, administration).
• Basic knowledge of PCs, operating systems, applications, networks and hardware concepts.
• Good analytical and problem-solving skills.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Self-motivated with the ability to work in a fast-moving environment.

Requirements

• Work at least three holidays per year to provide required coverage of customer contact queues.
• Employees must use their personal mobile phone to utilize MFA to access Netrix systems.
• This position might require a Biometric Background Check based on customer need.

Benefits

• We offer a competitive compensation package.
• Comprehensive group benefits to meet the needs of you and your family.
• Flexibility and time off when you need it.
• A casual work environment.
• The role can be remote/home office, with some travel required.