Service Desk Analyst 1

FLSA Status:

Non-Exempt

Technical Services

Reports To:

Director of Service Desk

Job Summary

The Service Desk Analyst 1 position 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.

Reactive ticket work focus of triaging support calls/emails/alerts, first call resolution on level 0 and level 1 issues and on-going collaboration with other members of Netrio’s technical team when appropriate. Proactive ticket work focuses of performing routine maintenance/monitoring tasks, service support tasks and tasks as directed.

Key Responsibilities

• Provide phone support for helpdesk calls.
• Efficiently triage and resolve service requests, minimizing errors and reducing time per service request.
• Collaborate with peers and technical staff to ensure first-call completion.
• Consistently meet remote support response standards on a day-to-day basis.
• Ensure customer satisfaction by confirming the resolution of each service request after completion.
• Work with peers and technical staff to facilitate the transition of work to the appropriate team.
• Follow documented procedures and identify gaps in documentation, requesting new documentation to bridge any gaps.
• Create service requests when monitoring reveals the need for technical intervention or correction, and triage based on severity.
• Deploy and maintain managed service offerings for client networks.
• Proactively maintain client networks remotely, in accordance with documented standards.
  
  
  

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.
  
  
  

Qualifications

Required:

• Recently completed an IT training program and/or actively pursuing a 2 or 4-year degree in an IT-related field.
• Ability to triage technical support calls in a call center environment.
• Strong customer service skills with the ability to communicate technical information clearly to non-technical customers.
• Ability to work quickly and accurately with strong attention to detail.
• Ability to follow written procedures and document work thoroughly.
  
  
  

Preferred:

• Experience in technical support or service request management in a remote support environment.
• Familiarity with client network management and monitoring tools.
  
  
  

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:

• Competitive salary and bonus structure.
• Comprehensive benefits package
• Wellness programs and professional development opportunities.
  
  
  

The above statements reflect the general details necessary to describe the principle 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.