Service Desk Analyst II at Netrix Global

About The Opportunity 

The Service Desk Analyst II will be expected to backfill onsite at client locations in Eastern Pennsylvania (Bristol and Merion), New Jersey or New York City when needed doing onsite Computer Support Technician work.

At Netrix Global, the Service Desk Analyst II will provide timely and accurate tier one / tier two technical support to all clients generated from calls and emails, as well as ticket escalations and assignments from Tier 1 Service Desk Analysts and management. This 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 team. There is also a range of administration duties within this role. The Service Desk Analyst II will perform user account administration and other administration tasks when requested by clients and internal Netrix employees.

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. An 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. This will also require, at times, the employee to go onsite to Netrix customer locations to backfill for existing Computer Technician roles. These roles are in the Northeast of the United States, primarily in Southeastern Pennsylvania and New York City. When the backfill, scenario happens, Netrix will cover expenses associated with this backfill that can be submitted for reimbursement after the backfill is completed.

How You Will Make An Impact 

Service Delivery

• Provide timely and accurate tier one / tier two technical support through timely response to incoming call and email queues.
• Document incidents and requests reported from the client, the troubleshooting steps performed with their corresponding results accurately and simultaneously into the ticketing system.
• 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 guidelines for all clients. Create user accounts and access rights for clients and internal Contegix employees.
• Monitor all Service Desk and UAA ticket queues.
• 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 work to find in depth solutions to user problems of a complex nature.
• Acquire and maintain current knowledge of relevant software, hardware, systems, and support policies to provide technically accurate solutions to customers.
• Research, resolve, and respond to complex incidents and requests received via phone and email in a timely manner, in accordance with current standards.
• Provide accurate and creative solutions to user problems of a moderate nature to ensure customers are quickly restored to 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.
• Acquire and maintain current knowledge of relevant software, hardware and systems to provide technically accurate solutions to customers and assist in training new Tier 1 Analysts.
• Acquire and maintain working knowledge of all Service Desk customers to act as a resource to assist other Service Desk technicians in following the correct processes and procedures to best support the client.

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.
• Assist management with the onboarding of new customers.

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.
• Keep an open mind, positive attitude and contribute to the team comradery to effectively meet goals and expectations.

Miscellaneous

• Analysts are responsible for working overtime as needed to assist in providing coverage for expected increases in volume as well as open shifts on weekends and evenings as a result of call-offs and PTO.
• Work at least three holidays per year to provide required coverage of customer contact queues.

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
  
• Advanced knowledge of PCs, operating systems, applications, networks, and hardware concepts
  
• Good analytical and problem-solving skills
  
• Ability to work effectively both independently without being prompted and with others to achieve team goals
  
• Strong written and verbal skills to communicate with team members, customers and management
• Displays strong knowledge of Netrix and all its Managed Services customers’ processes and procedures

• Support Netrix and Netrix clients
  
• Collaborate with other Netrix support personnel to resolve issues
  
• Collaborate with client(s) for training and process improvement purposes
  

Location: Ability to backfill onsite doing Computer Support Technician work at Netrix client sites in Eastern Pennsylvania, New Jersey, and New York City when needed.

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, or 10 hours/day 4 days a week depending on business needs and candidate state residence. 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