Service Desk Analyst

🔥 22 hours ago

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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 calls, instant messaging, and email queues • Document incidents and requests, troubleshooting steps, and results in the ITSM system of record • Monitor tickets from monitoring systems for critical infrastructure problems, troubleshoot issues, and escalate them properly • Monitor and enforce system security guidelines • Create user accounts and access rights 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 according to incident management processes • Provide troubleshooting and solutions for basic to moderately complex user problems • Manage open incidents by following up with support personnel and affected users to ensure timely resolution and customer satisfaction • Support User Account Management projects and tasks as needed • Provide onsite support at customer locations when requested • Acquire and maintain ITIL incident-management best-practice knowledge • Participate in onboarding and training new employees • Write or update technical documentation for the Knowledge Base • Participate in Service Desk quality and efficiency improvement projects • Communicate problem trends and unresolved problems to Service Desk staff and management • Monitor corporate email for maintenance, outage, and process updates • Participate in Microsoft Teams discussion groups • Collaborate with Netrix support professionals, clients, and personnel on issue resolution, training, and process improvement • Work at least three holidays per year for customer contact queue coverage

🎯 Requirements

• Must be physically based within the United States • College degree, technical school, or equivalent experience preferred • Minimum 1–3 years of experience in a Help Desk, Service Desk, or other IT role • Experience using and troubleshooting Outlook/O365 and Office applications in a network environment • Knowledge of permissions, calendar sharing, delegation, and administration • Basic knowledge of PCs, operating systems, applications, networks, and hardware concepts • Excellent oral, organizational, and written communication skills • Good analytical and problem-solving skills • Technical issue diagnosis skills • Ability to multitask and adapt quickly to changes • Self-motivated and able to work in a fast-moving environment • Ability to work in a 24/7 Service Desk environment • Availability for changing shifts, Saturday or Sunday coverage, and at least three holidays per year • Ability to use a personal mobile phone for MFA access to Netrix systems • May be required to complete a Biometric Background Check based on customer need

🏖️ 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 arrangement • Some travel required • Reasonable accommodations for persons with disabilities