Service Desk Analyst, I

🔥 0 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🧐 Analyst

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Netrix Global

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1990

💼 Consulting

📣 Marketing

Consulting • Marketing • IT Service Management

Netrix Global is an IT consultant and managed service provider dedicated to solving business challenges through technology. With a team of over 600 technical engineers, solution architects, and IT professionals, Netrix Global specializes in IT strategy, application development, cloud infrastructure, data and AI, modern work solutions, and comprehensive cybersecurity services. The company acts as an extension of their clients' teams, offering services that include IT strategy design, implementation, and ongoing management. Known for their enterprise-level consultancy capabilities combined with the agility of a local provider, Netrix Global delivers tailored IT solutions to modernize and secure business operations, enhancing productivity and innovation across various industries.

📋 Description

• Provide timely and accurate tier-one technical support through incoming call and email queues • Monitor tickets generated by Network Management Systems for critical network problems • Troubleshoot issues, diagnose problems, and escalate to the appropriate provider • Monitor and enforce system security and identity verification guidelines • Create user accounts and access rights for clients when applicable • Provide exceptional customer service and educate clients on system operations and applications • Use the Knowledge Base to research, resolve, and respond to incidents and requests via phone and email • Provide troubleshooting and creative solutions for basic and moderately complex user problems • Manage the incident process by following up with support personnel and affected users • Support User Account Management projects and tasks as needed • Provide onsite support at customer locations as required • Maintain knowledge of ITIL incident-management best practices • Participate in onboarding and training new employees • Write technical documentation for the Service Desk knowledge base • Participate in team projects improving Service Desk quality or efficiency • Incorporate feedback from management, the Quality Assurance Program, and monthly KPI metrics • Communicate problem trends and unresolved problems to Service Desk staff and management • Escalate using clients’ on-call processes when necessary • Monitor corporate email for maintenance, outage scheduling, process changes, and other updates • Work at least three holidays per year to provide customer contact-queue coverage

🎯 Requirements

• 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 • Minimum 1-3 years’ experience in Google Workspace troubleshooting and administration tasks • Minimum 1-3 years’ experience supporting Apple MacOS • Basic knowledge of PCs, operating systems, applications, networks, and hardware concepts • Good analytical and problem-solving skills • Ability to work effectively with others to achieve team goals • CompTIA A+, Network, Microsoft Certifications and other industry standard certifications preferred • Experience setting up email accounts, VPN and Citrix experience preferred • Knowledge of AD, Microsoft Office 365 and Microsoft Servers, and iOS as it pertains to iPhone, MacBook, and iPad • Ability to work shifts of 8 hours per day, 5 days a week • Ability to work in a 24/7 Service Desk environment, with shifts that may change over time • Ability to provide Saturday or Sunday coverage on an ongoing basis • Must use a personal mobile phone with a US-compatible phone for MFA access to Netrix systems • May be required to undergo a biometric background check based on customer requirements

🏖️ Benefits

• Competitive compensation package • Comprehensive group benefits to meet the needs of you and your family • Flexibility • Time off when you need it • Casual work environment • Remote/home office work option • Some travel required • Reasonable accommodations for persons with disabilities