Service Desk Analyst

About The Opportunity This Service Desk Analyst position is a remote United States based role for future needs for all shifts. Netrix Global is seeking Service Desk Analyst I will provide timely and accurate tier one technical support to all clients generated from calls and emails, as well as ticket escalations and assignments from management. They will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of all problems, which may range from straightforward to more complicated technical issues.

This position requires the Analyst to clearly record information, accurately assign priorities, and resolve or dispatch tickets to the resolver team. Analysts will be responsible for managing their time appropriately, monitoring multiple assignment queues, their personal queue of open tickets, and continually follow up to ensure timely incident resolution and customer satisfaction. Optimal candidate will have two years’ experience working in a fast‑paced technical service desk environment with a proven track record of having excelled in maintaining high first‑call resolution rate and exceeding performance metrics for utilization, occupancy, and ready time in queue.

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 elevate 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…