Service Desk Analyst 2

About Netrio

Netrio is a leading MSP in North America, specializing in IT solutions for mid-market to enterprise customers. We serve over 1,000 clients across industries with services including managed IT, cybersecurity, cloud, connectivity, voice, and custom application development.

About the role

The Service Desk Analyst 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.

What you'll do

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

• 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

• Associates or Technical degree in Computer Engineering or equivalent work experience.

• 3-5 years of experience in IT Support including knowledge of networking basics, Windows desktop environments, Windows OS and Office365.

• Experience in a customer service environment.

• Ability to use deductive reasoning to troubleshoot problems and resolve the issues using IT knowledge.

• Ability to learn and track down information needed to resolve new problem as they occur.

• Strong written and verbal communication skills.

• Time management skills, and the ability to prioritize multiple concurrent issues.

• The ability to work independently but also be a team player.

• Thriving in a fast-paced environment. Performing well under pressure.

• Being a fast learner, who can keep up with changing trends in a rapidly evolving industry.