Service Desk Analyst I

About The Opportunity 

At Netrix Global, the Service Desk Analyst will provide timely and accurate tier one technical support to all clients generated from calls and emails, as well as ticket escalations and assignments from management. They will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of all problems, which may range from straightforward to more complicated technical issues. This position requires the Analyst to clearly record information, accurately assign priorities, and resolve or dispatch tickets to the resolver's team. Analysts will be responsible for managing their time appropriately, monitoring multiple assignment queues, their personal queue of open tickets, and continually follow up to ensure timely incident resolution and customer satisfaction. Optimal candidate will have two years’ experience working in a fast-paced technical service desk environment with a proven track record of having excelled in maintaining high first-call resolution rate and exceeding performance metrics for utilization, occupancy, and ready time in queue.

Location: This role is located onsite in our Manila, Philippines office

How You Will Make An Impact 

Service Delivery

• Provide timely and accurate tier one technical support through timely response to incoming call and email queues.
• Monitor tickets generated by Network Management Systems for critical network problems; perform troubleshooting to diagnose issues and escalate to the appropriate provider.
• Monitor and enforce system security, identity verification guidelines for all clients. Create user accounts and access rights for clients when applicable (MACDs).
• Provide exceptional customer service to all clients.
• Proactively support and maintain effective user relationships by educating clients on system operations and applications.
• Utilize the Knowledge Base to research, resolve, and respond to incidents and requests received via phone and e-mail in a timely manner, in accordance with incident management standards.
• Provide accurate troubleshooting and creative solutions to user problems of a basic, moderately complex nature to ensure customer productivity.
• Manage the incident process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction.
• May include User Account Management projects/tasks as needed.
• Provide onsite support at customer locations as required.
• Acquire and maintain knowledge of ITIL best practices for incident management.
• Participation in the proper onboarding and training of new employees.
• Write technical documentation to be published in the knowledge base as support procedures for Service Desk customers.
• Participate in team projects that enhance the quality or efficiency of the Service Desk.
• Absorb feedback from management, the Quality Assurance Program, and monthly KPI metrics.

Process Improvement

• Acquire and maintain knowledge of ITIL best practices for incident management.
• Participation in the proper onboarding and training of new employees.
• Write technical documentation to be published in the knowledge base as support procedures for Service Desk customers.
• Participate in team projects that enhance the quality or efficiency of the Service Desk.
• Absorb feedback from management, the Quality Assurance Program, and monthly KPI metrics.

Communication

• Communicate problem trends and unresolved problems to other Service Desk staff and management, including escalation using the clients on call process when necessary.
• Monitor Netrix corporate email regularly during work shift to maintain current knowledge of internal and customer maintenance and outage scheduling, changes to processes and procedures and other constantly changing information.
• Keep an open mind, positive attitude, and contribute to team comradery to effectively meet goals and expectations.

Miscellaneous

• Work at least three holidays per year to provide required coverage of customer contact queues.
• Employees must use their personal mobile phone to utilize MFA to access Netrix systems. (must be US compatible phone)
• This position might require a Biometric Background Check based on customer requirements.

What You Will Bring To The Table

• College degree, technical school, or equivalent experience preferred.
• Excellent oral, organizational, and written communication skills.
• Minimum 1-3 years’ experience in a Help Desk/Service Desk or other IT role
• Basic knowledge of PC’s, operating systems, applications, networks, and hardware concepts
• Good analytical and problem-solving skills
• Ability to work effectively with others to achieve team goals
• Comptia A+, Network, Microsoft Certifications and other industry standard certifications are preferred.
• Experience setting up email accounts, VPN and Citrix experience preferred
• Knowledge of AD, Microsoft Office 365 and Microsoft Servers, Apple MACOS and IOS as it pertains to (iPhone, MacBook, iPad)

Location: This role is located onsite in our Manila, Philippines office

Work Hours/Shift: Any times during US 1st and 2nd hours ranging from 6am - 9pm EST all 7 days per week. This is a 24/7 Service Desk environment and shifts may change over time, as well as require Saturday or Sunday coverage in an ongoing basis.

About Us 

At Netrix Global our values are the philosophies and principles that live by. They support our vision, help us achieve our goals and commit us to a common purpose.

We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All!     

Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today’s most complex business challenges, delivering to you an integrated, optimized, and future-proof solution.    

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.   

What You Can Expect From Us

We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment. The role can be remote/home office, with some travel required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, veteran status, or any other protected characteristic. Our hiring, promotion and compensation processes are based on merit, skills, and qualifications, to ensure a fair and unbiased approach for our candidates and employees. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting NetrixHR@Netrixglobal.

To learn more about Netrix Global please go to www.netrixglobal.com