Service Desk Analyst

Minimum 1-3 years experience in a Help Desk/Service Desk or other IT role Experience with using and troubleshooting Outlook/O365 and Office applications within a network environment Basic knowledge of PCs, operating systems, applications, networks and hardware concepts Good analytical and problem solving skills Diagnosis skills of technical issues Ability to multi-task and adapt to changes quickly Self-motivated with the ability to work in a fast-moving environment Excellent oral, organizational and written communication skills College degree, technical school, or equivalent experience preferred

Provide timely and accurate tier one technical support for clients Document incidents and requests, including troubleshooting steps Monitor tickets from monitoring systems and escalate critical issues Monitor and enforce system security guidelines Create user accounts and access rights Provide exceptional customer service and educate clients on system operations Utilize the Knowledge Base for issue resolution Manage incident process and follow up for timely resolution Perform User Account Management tasks as needed Provide onsite support at customer locations if required Acquire and maintain knowledge of ITIL best practices Participate in onboarding and training of new employees Write or update technical documentation for the knowledge base Participate in team projects to enhance Service Desk quality and efficiency Absorb feedback from management and KPI metrics Communicate problem trends to staff and management Monitor Netrix corporate email for updates and information Participate in Microsoft Teams discussions and collaborate with team members