Service Desk Analyst 2

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 with speed and precision. As the front line for reactive client requests, you will handle issues with a high level of accuracy and customer satisfaction. Broad knowledge of standard network engineering practices and client-specific expertise will be essential. Customer service is a critical feature of this position, as the Service Desk is typically the first interaction a user may have with our company. Strong communication and technical skills are key components of this role.

Responsibilities

• Answer calls and tickets submitted from clients through various communication channels, including phone and email.
• Provide initial support for all calls and tickets received. Escalate issues that require additional support.
• Collaborate with team members and escalate issues appropriately.
• Update and create tickets detailing troubleshooting steps to ensure continuity among team members.
• Follow up on older tickets to ensure problems are fully resolved and customers are satisfied.
• Document client-specific information to enable secure and easy access for future related issues.
• Intake packages and deliveries received at the office, logging them in ConnectWise under the relevant client for pickup by engineers.
• Support the Project Team or Network Engineers in preparing new client equipment, especially workstations, as needed.

Key Competencies

• Customer Focus: Provide clear communication and resolution regarding service requests to ensure customer satisfaction.
• Collaboration: Work effectively with peers and technical teams to ensure smooth workflow and issue resolution.
• Continuous Improvement: Identify gaps in documentation and processes to enhance efficiency and service delivery.
• 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.

Requirements

• Associate’s 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 and resolve issues using IT knowledge.
• Ability to learn and track down information needed to resolve new problems as they occur.
• Strong written and verbal communication skills.
• Time management skills and the ability to prioritize multiple concurrent issues.
• Ability to work independently and as part of a team.
• Thrives in a fast-paced environment and performs well under pressure.
• A fast learner who can keep up with changing trends in a rapidly evolving industry.

About Netrio

Netrio is a leading MSP in North America, specializing in IT solutions for mid-market to enterprise customers. We serve over 1,000 clients across industries with services including managed IT, cybersecurity, cloud, connectivity, voice, and custom application development.

Pay

$60,000 - $65,000 USD per year (Buffalo).