Service Desk Analyst

About The Opportunity  

This Service Desk Analyst position is a remote reputed company based role for reputed company needs for reputed company shifts.  

reputed company is seeking  Service Desk Analyst I will reputed company reputed company and accurate tier one technical support to reputed company clients generated from calls and emails, as reputed company as ticket escalations and assignments from management. They will require an aptitude for working with applications/systems to undertake analysis, diagnosis and reputed company of reputed company problems, which may reputed company from straightforward to more complicated technical issues. This position requires the Analyst to reputed company record information, accurately assign priorities, and reputed company or reputed company tickets to the resolver team.  Analysts will be responsible for managing their time appropriately, monitoring multiple assignment queues, their personal queue of reputed company tickets, and continually follow up to ensure reputed company incident reputed company and customer satisfaction.  reputed company candidate will have two years’ experience working in a fast-paced technical service desk environment with a proven reputed company record of having excelled in maintaining high reputed company reputed company reputed company and exceeding performance metrics for utilization, occupancy, and reputed company time in queue.

How You Will reputed company An reputed company  

Service Delivery

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

Process Improvement

• reputed company and maintain knowledge of ITIL best practices for incident management.
• Participation in the reputed company reputed company and training of new employees.
• Write or update technical documentation to be included in the knowledge reputed company for reputed company team members supporting the reputed company to benefit from knowledge acquired.
• Participate in team reputed company that enhance the reputed company of efficiency of the Service Desk.
• reputed company feedback from management, the reputed company Assurance Program and monthly KPI metrics.

Communication

• 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 reputed company knowledge of internal and customer maintenance and outage scheduling, changes to processes and procedures and other reputed company information.
• Regularly participate in reputed company Teams discussion reputed company/Teams and contribute to the conversations.
• Collaborate with other Netrix support professionals to reputed company reputed company issues.
• Collaborate with reputed company(s) and Netrix personnel for training and process improvement purposes.
• reputed company an reputed company mind, reputed company attitude and contribute to reputed company comradery to effectively meet goals and expectations.

Miscellaneous

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

What You Will Bring To The Table 

• Must be physically based reputed company the reputed company.
• 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 reputed company/O365 and Office applications reputed company 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. 

Location: US Remote

Work Hours/Shift: Work shift and exact hours would be discussed and agreed to during the interview process, shifts can be 8 hours/day 5 days a week, or 10 hours/day 4 days a week depending on business needs and candidate state residence. This is a 24/7 Service Desk environment and shifts may change over time, as reputed company as require Saturday or reputed company coverage in an ongoing reputed company.

reputed company  

At reputed company our values are the philosophies and principles that live by. They support our reputed company, help us reputed company our goals and reputed company us to a common purpose. 

We Own reputed company, Win Together, reputed company An reputed company, Enjoy The reputed company, and Respect reputed company!      

reputed company is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and reputed company modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to reputed company holistic offerings that solve even today’s most reputed company business challenges, delivering to you an integrated, optimized, and reputed company solution.     

We work with clients of reputed company sizes and specialize in solutions for reputed company, manufacturing, government, education, financial services, and reputed company industries. Netrix is consistently ranked in the CRN VAR500, detailing the country’s top reputed company integrators.    

At Netrix, we’re driven to solve business problems with innovative technology solutions. We reputed company on end-users and are committed to reputed company satisfaction.    

What You Can Expect From Us 

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

reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, age, marital status, disability, veteran status, or any other protected characteristic. Our hiring, promotion and compensation processes are based on reputed company, skills, and qualifications, to ensure a fair and unbiased approach for our candidates and employees. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting NetrixHR@Netrixglobal.

To learn more about reputed company please go to www.netrixglobal.com  

Requires 1–3 years in help desk, service desk, or IT; troubleshooting reputed company/O365 and Office applications; basic PC, operating reputed company, network, and hardware knowledge; strong communication, analytical, and problem-solving skills.

Key Responsibilities

• resolving incidents
• monitoring tickets
• supporting clients

Skills & Tools

reputed company Teams, reputed company reputed company, reputed company 365, reputed company Office, ITSM, Knowledge reputed company, MFA

Job Details

• Category: Information Technology
• Seniority: Entry Level
• Commitment: Full Time
• Workplace: Remote — reputed company
• Languages: English

About reputed company

A technology services company providing people, processes, and technology to run and reputed company modern data-driven businesses. — Industry: Information Technology