Service Desk Analyst

Netrix Global is hiring a Remote United States Service Desk Analyst to deliver timely, accurate tier one technical support in a 24/7 service desk environment. In this role, you will help clients resolve issues, document incidents and requests, and coordinate escalations to keep service moving smoothly for Netrix customers.

Role & coverage

• Remote home office role based in the United States.
• Works within a 24/7 Service Desk model, with shifts that may change over time and may require Saturday or Sunday coverage on an ongoing basis.
• Shift structure may be 8 hours/day, 5 days a week or 10 hours/day, 4 days a week, depending on business needs and candidate state of residence.
• Works at least three holidays per year to support customer contact queue coverage.

Responsibilities

• Provide tier one technical support by responding to incoming calls, instant messaging, and email queues for Netrix clients.
• Document incidents and requests from clients, including troubleshooting steps and results, and enter them simultaneously into the ITSM system of record.
• Monitor tickets generated by monitoring systems for critical infrastructure problems, troubleshoot to diagnose, and escalate according to the proper escalation process.
• Monitor and enforce system security guidelines for all clients and create user accounts and access rights when applicable.
• Deliver exceptional customer service to all clients.
• Proactively support and maintain user relationships by educating clients on system operations and applications.
• Use the Knowledge Base to research, resolve, and respond to incidents and requests in line with incident management processes.
• Provide accurate troubleshooting and creative solutions for basic to moderately complex user issues to maintain customer productivity.
• Manage the incident process for open incidents by following up with assigned support personnel and/or the affected user to support timely resolution and customer satisfaction.
• May include User Account Management projects or tasks as needed.
• May be requested to provide onsite support at a customer location as required.
• Acquire and maintain knowledge of ITIL best practices for incident management.
• Participate in the proper onboarding and training of new employees.
• Write or update technical documentation for the knowledge base to benefit other team members.
• Participate in team projects aimed at enhancing service desk quality and efficiency.
• 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 during the work shift to stay current on internal and customer maintenance, outage scheduling, and process or procedure updates.
• Regularly participate in Microsoft Teams discussion groups and contribute to conversations.
• Collaborate with other Netrix support professionals and with clients and Netrix personnel for training and process improvement.
• Contribute to team camaraderie and maintain a positive, open-minded approach to meeting goals and expectations.
• Contribute to coverage needs by maintaining readiness for queue support requirements.

Technologies

• ITSM system of record
• Knowledge Base
• ITIL
• Microsoft Teams
• Outlook/O365
• Office applications
• MFA

Requirements

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

What you must be able to do

• Use a personal mobile phone to utilize MFA to access Netrix systems.
• This position might require 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

Interview and accommodations

All qualified applicants will receive consideration for employment without regard to protected characteristics. Netrix also states that hiring, promotion, and compensation are based on merit, skills, and qualifications, and that reasonable accommodations are available for persons with disabilities. If you need an accommodation, contact NetrixHR@Netrixglobal.

Location: US Remote. Minimum experience: 1 years.