Service Desk Analyst 2

JOB SUMMARY

The Service Desk Analyst 2 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.

This role will require broad knowledge of our standard network engineering practices as well as learning specific knowledge for our clients to better help to serve each of them when the need arises. 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. Communication skills as well as technical skills will be the key components of this position.

KEY RESPONSIBILITIES

• 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. 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.
• Follow up on older tickets to ensure problems are fully resolved and that the customer is satisfied with the outcome.
• Document client specific information as needed to enable secured but easy access for future related issues.
• Intake of packages and deliveries received to the office. 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.

KEY COMPETENCIES

Customer Focus

Collaboration

Continuous Improvement

Attention to Detail

Time Management

QUALIFICATIONS

Required :

WORK ENVIRONMENT BENEFITS

Netrio offers a hybrid work environment prioritizing work-life balance continuous learning and a supportive team culture. We invest in our people by providing comprehensive benefits including :

The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.

In addition to compensation benefits Netrio offers a variety of health and welfare benefits based on eligibility including medical and dental insurance term life insurance wellness programs career development and enrollment in our company 401(k) plan with company match.

Required Experience :

IC

Key Skills

Editorial,Catering,B2C,Camp,Computer Engineering

Employment Type : Full Time

Experience : years

Vacancy : 1