Netrio

Service Desk Analyst 1

McKinney, TX

Sponsorship not specifiedDetected 72 days ago

Customer SupportNetwork EngineeringCommunicationCollaborationTime Management

About the role

The Service Desk Analyst will model the Netrio mission, vision, and values each day, functioning as a guide for daily accountabilities and responsibilities.
This role is accountable for creating, updating and resolving technical service requests from customers and with speed and precision.
This role is on the front line for reactive client requests, handling with a high level of accuracy and customer satisfaction.

Answer calls and tickets submitted from clients through our various communication channels, including via phone, and email. • Provide initial support for all calls and tickets received.
Enter the information for each delivery into ConnectWise under the relevant client and mark that package for pickup by the engineer. • May also be used to support the Project Team or Network Engineers in the initial preparation of the new client equipment, especially new workstations, when needed.
Attention to Detail • Accurately manage and document service requests, ensuring proper tracking and resolution.
Time Management • Efficiently manage multiple service requests while ensuring timely resolutions and meeting performance metrics.
Provide initial support for all calls and tickets received.
If the issue requires additional support the Service Desk is unable to provide, it is their duty to escalate the problem accordingly.
Collaborate with team members and escalate issues appropriately.
Update/create tickets detailing any troubleshooting steps you took to ensure the problem can be picked up and put down by the other team members if necessary.
Document client specific information as needed to enable secured but easy access for future, related issues.
May also be used to support the Project Team or Network Engineers in the initial preparation of the new client equipment, especially new workstations, when needed.

Associates or Technical degree in Computer Engineering or equivalent work experience.
3-5 years of experience in IT Support including knowledge of networking basics, Windows desktop environments, Windows OS and Office365.
Experience in a customer service environment.
Ability to use deductive reasoning to troubleshoot problems and resolve the issues using IT knowledge.
Ability to learn and track down information needed to resolve new problem as they occur.
Time management skills, and the ability to prioritize multiple concurrent issues.
The ability to work independently but also be a team player.
Qualifications Required

Communication skills as well as technical skills will be the key components of this position.

Customer service will be an important feature of this position as the Service Desk will typically be the first interaction a user may have with our company.

This listing is sourced directly from Netrio's careers page and normalized into a canonical job model.