What are the responsibilities and job description for the Service Desk Analyst II position at Netrix LLC?
SERVICE DESK ANALYST II
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. 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.
Responsibilities
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 in to 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 in order 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 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 in order 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 technical documentation to be published in the knowledge base as support procedures for Service Desk customers.
- Participate in team projects that enhance the quality or 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.
- Communicate problem trends and unresolved problems to other Service Desk staff and management, including escalation using the clients on call process when necessary.
- Monitor Contegix corporate email regularly to maintain current knowledge of internal and customer maintenance and outage scheduling, changes to processes and procedures and other constantly changing information.
- Keep an open mind, positive attitude, and contribute to 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 two holidays per year to provide required coverage of customer contact queues.
Key Requirements
- 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 of its Managed Services customers’ processes and procedures
Interaction & Impact
- Support Netrix and Netrix clients
- Collaborate with other Netrix support personnel to resolve issues
- Collaborate with client(s) for training and process improvement purposes
Netrix, LLC is an expert technology resource for all IT design, integration, maintenance, and management needs and are committed to the complete satisfaction of all our clients. Our experienced professionals hold certifications in leading technologies such as Cisco, Microsoft, Juniper, Citrix, VMware, EMC, HP, Palo Alto, Fortinet, AWS, and many more.
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.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
To learn more about Netrix, LLC please go to www.netrixllc.com.
Senior/Staff Software Engineer - Identity
The Trade Desk -
Irvine, CA
Senior Benefits Manager
The Trade Desk -
Irvine, CA
Staff Product Manager, Inventory
The Trade Desk -
Irvine, CA