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Netrio · 1 day ago

Service Desk Analyst 1

McKinney, TX

Full-time

Hybrid

New Grad, Entry Level

$48K/yr - $55K/yr

Netrio is dedicated to providing excellent technical support and customer service. The Service Desk Analyst 1 role focuses on resolving technical service requests from customers while ensuring high levels of accuracy and customer satisfaction.

Cyber SecurityInformation TechnologyIT ManagementNetwork SecurityTelecommunications

Responsibilities

Provide phone support for helpdesk calls

Efficiently triage and resolve service requests, minimizing errors and reducing time per service request

Collaborate with peers and technical staff to ensure first-call completion

Consistently meet remote support response standards on a day-to-day basis

Ensure customer satisfaction by confirming the resolution of each service request after completion

Work with peers and technical staff to facilitate the transition of work to the appropriate team

Follow documented procedures and identify gaps in documentation, requesting new documentation to bridge any gaps

Create service requests when monitoring reveals the need for technical intervention or correction, and triage based on severity

Deploy and maintain managed service offerings for client networks

Proactively maintain client networks remotely, in accordance with documented standards

Qualification

Technical support triageCustomer service skillsIT training programNetwork management toolsContinuous improvementAttention to detailTime managementCollaboration