Service Desk Analyst

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September 11

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Netrix Global

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IT Service Management • Cybersecurity • Artificial Intelligence

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.

501 - 1000 employees

Founded 1990

🔒 Cybersecurity

🤖 Artificial Intelligence

📋 Description

• 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 personal 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. • Acquire and maintain knowledge of ITIL best practices for incident management. • Participation in the proper onboarding and training of new employees. • Write or update technical documentation to be included in the knowledge base for all team members supporting the client to benefit from knowledge acquired. • Participate in team projects that enhance the quality of efficiency of the Service Desk. • Absorb feedback from management, the Quality Assurance Program and monthly KPI metrics. • Communicate problem trends and unresolved problems to other Service Desk staff and management, including escalation using the designated escalation process. • Monitor Netrix corporate email regularly throughout the work shift to maintain current knowledge of internal and customer maintenance and outage scheduling, changes to processes and procedures and other distributed information. • Regularly participate in Microsoft Teams discussion groups/Teams and contribute to the conversations. • Collaborate with other Netrix support professionals to resolve client issues. • Collaborate with client(s) and Netrix personnel for training and process improvement purposes. • Keep an open mind, positive attitude and contribute to the team comradery to effectively meet goals and expectations. • 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.

🎯 Requirements

• Must be physically based within the Philippines • 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 PC's, 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.

🏖️ 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, and a casual work environment.