Service Desk Analyst 2

Overview

The Service Desk Analyst 2 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 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.

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, escalate the problem accordingly.
• Collaborate with team members and escalate issues appropriately.
• Update / create tickets detailing any troubleshooting steps to ensure the problem can be picked up and handed off by 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 secure 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 support the Project Team or Network Engineers in the initial preparation of new client equipment, especially new workstations, when needed.

Key Competencies

Qualifications

Required :

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 :

The above statements reflect the general details necessary to describe the principal 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. In addition to compensation benefits, Netrio offers a variety of health and welfare benefits, based on eligibility, including medical and dental insurance, term life insurance, wellness programs, career development, and enrollment in our company 401(k) plan with company match.

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