Service Desk Analyst - 2nd Shift

RemoteFull-timemid

Customer SupportService Desk Analyst

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Quick Summary

Overview

The Service Desk Analyst I, SDA, will function as the first point of contact and first level support for our client’s end users, networks, and server issues. Troubleshooting software,

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Customer SupportService Desk Analyst

The Service Desk Analyst I, SDA, will function as the first point of contact and first level support for our client’s end users, networks, and server issues. Troubleshooting software, hardware and operating system issues while creating detailed documentation of incidents are a key responsibility along with timely and professional communication with customer contacts. In addition, the SDA will serve as the first point of contact and first level suport for our client’s monitored/managed network and server infrastructure. This position requires that the analyst be able to dynamically multitask on complex, diverse issues, and work with customers in a fast-paced environment. The SDA is expected to adapt to and drive change and be resourceful and self-directed.

Work schedule will be either Sunday - Thursday, Wednesday - Sunday, or Friday - Tuesday from 3:30 pm CT to 12:00 am CT.

Respond to requests for technical assistance via phone or electronic means; possess excellent communication skills to clearly document and communicate their findings, internally and externally.

Interact with customers and must communicate at technical and non-technical levels with peers, management, and customers.

Categorize, prioritize, and gather necessary information pertaining to each reported issue.

Resolve or redirect issue for resolution within service level agreement period.

Provide excellent customer service with a friendly positive attitude.

Stay current in evolving technologies.

Function as the first point of contact for all network and server related issues.

Proactively monitor customer environments for faults, failures, and performance issues.

Respond to emails, alerts, tickets, and phone calls from NRI customers including both NOC and Service Desk in accordance with documented Standard Operating Procedures.

Ensure customer contact is regularly updated with information regarding progress in resolving their issue.

Escalate higher level issues to appropriate resources for in-depth investigation.

Communicate (verbal and written) with other analysts on shift to ensure tickets are addressed.

Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment.

Perform scheduled maintenance up to and including server patching, as outlined in customer contracts. Research issues to assist with resolution using a wide range of tools such as OEM/vendor documentation, internet searches, forums, etc.

Stay abreast of advances in technologies and further education in emerging technologies.

Proactively monitor routers, switches, and applications of customer infrastructure and provide timely responses to all network or security incidents, outages and performance alerts.

Provide empathic customer support in a courteous and friendly manner.

Demonstrate a sense of urgency and an appropriate level of customer advocacy to correct problems on our clients’ behalf. Provide empathic customer support in a courteous and friendly manner.

Willingness to quickly support any issue, follow custom processes, and be able to technically lead the troubleshooting efforts of potentially many different internal and external entities.

Handle incidents and service requests according to KB documentation; determines the severity of an incident

Accurately and quickly diagnose and isolate the source of a given incident and take appropriate action to restore service.

Participate in cross training efforts, as necessary.

Advise management of required updates or corrections to KB.

2+ years related experience with help desk or network support.

Windows 10, Windows 11, Microsoft Office Suite, Active Directory. Experienced with Cisco network devices and Windows servers. Demonstrated VMWare or Citrix knowledge.

Verbal: Demonstrates a clear and effective speaking manner.

Demonstrated ability to effectively interact with a variety of client and staff personalities and situations.

Communicates effectively with clients/end users to identify needs and resolve issues

Communicate clearly and effectively using a telephone.

Written: Demonstrates a clear and succinct writing style to communicate effectively and clearly via email and other written forms of communication.

What We Offer

~1 min read

You'll love working at NRI not just for the usual benefits, but for our environment and culture!

You'll work with a great group of people in a highly collaborative team and results oriented atmosphere.

You'll have the opportunity to work in a dynamic and extremely positive environment where there is always the opportunity to challenge your skills and really move the needle.

You’ll work with large, sophisticated, and progressive clients throughout North America.

We provide a comprehensive benefits program including: Health, Vision, and Dental Insurance, Life Insurance, Health/Dependent Care Flexible Spending, 401(k) Plan, Short-Term and Long-Term Disability Coverage, Generous Vacation and Flex Time Off Programs, Company Paid Holidays, and Training and Development Opportunities.

The above description is intended to describe the general nature and level of work performed by individuals assigned to this position. This is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, or experience required of individuals in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

NRI North America is proud to be an Equal Opportunity/Affirmative Action employer.

NRI North America will accept applications on an ongoing basis.

NRI North America will consider qualified candidates with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance.

If you require reasonable accommodation in completing an application, interviewing, or otherwise participating in the hiring process, please direct your inquiries to CareersBegin@nri-na.com.