Service Desk Analyst

About The Opportunity

This Service Desk Analyst position is a Remote Philippines based role. 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 reassign tickets to the resolver 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.

Service Delivery

• Provide timely and accurate tier one technical support for Netrix clients through response to incoming calls, instant messaging, and email queues.
• Document incidents and requests reported from the client, the troubleshooting steps performed with their corresponding results accurately and simultaneously into the ITSM system of record.
• Monitor tickets generated by monitoring systems for critical infrastructure problems; perform troubleshooting to diagnose issues, and escalate issues following the proper escalation process.
• Monitor and enforce system security guidelines for all clients. Create user accounts and access rights for clients when applicable.
• 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 in a timely manner, in accordance to incident management processes.
• Provide accurate troubleshooting and creative solutions to user problems of basic to moderately complex nature to ensure customer productivity.
• Manage the incident process for all open incidents by following up with assigned support personal and/or the affected user to ensure timely incident resolution and customer satisfaction.
• May include User Account Management projects/tasks as needed.
• May be requested to provide onsite support at customer location as required.

Process Improvement

• Acquire and maintain knowledge of ITIL best practices for incident management.
• Participation in the proper onboarding and training of new employees.
• Write or update technical documentation to be included in the knowledge base for all team members supporting the client to benefit from knowledge acquired.
• Participate in team projects that enhance the quality of 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 designated escalation process.
• Monitor Netrix corporate email regularly throughout the work shift to maintain current knowledge of internal and customer maintenance and outage scheduling, changes to processes and procedures and other distributed information.
• Regularly participate in Microsoft Teams discussion groups/Teams and contribute to the conversations.
• Collaborate with other Netrix support professionals to resolve client issues.
• Collaborate with client(s) and Netrix personnel for training and process improvement purposes.
• Keep an open mind, positive attitude and contribute to the 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 physically based within the Philippines
• 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.
• Experience with using and troubleshooting Outlook/O365 and Office applications within a network environment (permissions, calendar sharing, delegation, administration)
• Basic knowledge of PC's, operating systems, applications, networks and hardware concepts.
• Good analytical and problem solving skills.
• 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.

Location: Philippines, Remote

Work Hours/Shift: Work shift and exact hours would be discussed and agreed to during the interview process, shifts can be 8 hours/day 5 days a 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.

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.

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.

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.