Job description
Service Desk Analyst
This Job posting is for expected future growth needs
Job Overview
The Service Desk Analyst is a technical position within Netrix’s Managed Services division. The Service Desk Analyst is responsible for handling first and second level support of service requests/incidents in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, operating systems and vendor specific hardware and software.
Basic Functions
- IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
- Support of disaster recovery solutions.
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
- Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
- System documentation maintenance and review in the ITSM tool.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
Duties and Responsibilities
- Maintain a high degree of customer service for all support incidents and adhere to all service management principles.
- Improve customer service, perception, and satisfaction.
- Fast turnaround of customer requests while meeting or exceeding SLA metrics.
- Ability to work in a team and communicate effectively.
- Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
- Escalate service requests that require engineer level support.
- Responsible for entering time and expenses in ConnectWise as they occur.
- Understand processes in ITSM Tool by completing assigned training materials.
- Enter all work as service tickets in the ITSM tool.
- Document all incidents into our ticketing system
- Adhere to Standard Operating Procedures located in our Knowledge Base
- Respond to phones and be proactive in our ticketing system
- Resolve issues through client interaction occasionally and/or using remote support tools
- Triage issues to determine appropriate escalation
Educational, Qualifications and Skills
- Microsoft certification highly desirable
- CompTIA A+, Network + desired
- 2-5 years of experience in IT with emphasis in the Managed Services field, working in a structured support environment including managing support tickets, diagnostics, escalation routines, and issue resolution closure
- Experience with service desk management tools (Automate/Labtech, ConnectWise Manage, IT Glue, Cherwell)
- Familiar with standard desktop and server applications and backup software
- Strong knowledge of Microsoft based operating systems Windows 7 &10 and with emphasis on Windows Server 2008 – 2016.
- Experience with using and troubleshooting Outlook/O365 and Office applications within a network environment (permissions, calendar sharing, delegation, administration)
- Working knowledge of Active Directory and Exchange Servers
- Experienced in PC hardware set-up, imaging, configuration and troubleshooting
- Intermediate knowledge of network protocols, configurations, and maintenance.
- Working knowledge of server hardware - Dell, HP, etc.
- Advanced understanding of operating systems, business applications, printing systems, and network systems.
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
- Diagnosis skills of technical issues.
- Ability to multi-task and adapt to changes quickly.
- Self-motivated with the ability to work in a fast-moving environment.
Netrix is an expert technology resource for all cybersecurity and IT design, integration, maintenance, and management needs and are committed to the complete satisfaction of all our clients. Our experienced professionals hold certifications in leading technologies such as Cisco, Microsoft, Juniper, Citrix, VMware, EMC, HP, Palo Alto, Fortinet, AWS, and many more.
We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500 detailing the country’s top system integrators.
At Netrix, we’re driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
To learn more about Netrix Global, please go to www.netrixglobal.com.
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