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Netrio · 4 hours ago

Service Desk Analyst 2

Golden Valley, MN

Full-time

Hybrid

Entry Level

1+ years exp

Netrio is a company focused on customer service in the IT sector, and they are seeking a Service Desk Analyst 2 to manage technical service requests from customers. This role involves providing initial support, escalating issues when necessary, and ensuring customer satisfaction through effective communication and documentation.

Cyber SecurityInformation TechnologyIT ManagementNetwork SecurityTelecommunications

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, it is their duty to escalate the problem accordingly

Collaborate with team members and escalate issues appropriately

Update/create tickets detailing any troubleshooting steps you took to ensure the problem can be picked up and put down by the 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 secured 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 also be used to support the Project Team or Network Engineers in the initial preparation of the new client equipment, especially new workstations, when needed

Qualification

IT Support experienceNetworking basicsWindows OSOffice365Customer service experienceDeductive reasoningFast learnerWritten communicationVerbal communicationTime managementTeam player