Service Desk Analyst II: Fast IT Support & Customer Care

Netrio; Belfast City District; On-site; GBP 25,000 - 32,000; Full time

Job summary

Netrio, a leading MSP based in Belfast, UK, seeks a Service Desk Analyst to be the frontline for client IT requests, resolving issues with speed and accuracy and driving high customer satisfaction. You will log, troubleshoot, escalate when necessary, and collaborate with engineers to support a broad client base.

Ideal candidates have strong communication skills, keen attention to detail, and solid time management, with the ability to work independently while thriving in a collaborative team

Qualifications

• Associates or Technical degree in Computer Engineering or equivalent work experience.
• 3–5 years of IT Support experience with networking basics, Windows desktop environments, Windows OS and Office365.
• Experience in a customer service environment.
• Strong written and verbal communication skills.
• Time management skills and ability to prioritize multiple concurrent issues.
• Ability to learn and track down information needed to resolve new problems.

Responsibilities

• Answer calls and tickets from clients via phone and email.
• Provide initial support and escalate where needed.
• Collaborate with team members and escalate issues appropriately.
• Update/create tickets with troubleshooting steps for continuity.
• Follow up on older tickets to ensure resolution and satisfaction.
• Document client information for secure future access.
• Receive packages and enter delivery details into ConnectWise for pickup by the engineer.
• Assist Project Team or Network Engineers with initial preparation of new client equipment when needed.

Skills

Customer service

Strong communication

Time management

Teamwork

Education

Associates or Technical degree in Computer Engineering

Tools

Office365

Windows OS

Networking basics

Job description

Netrio, a leading MSP based in Belfast, UK, seeks a Service Desk Analyst to be the frontline for client IT requests, resolving issues with speed and accuracy and driving high customer satisfaction. You will log, troubleshoot, escalate when necessary, and collaborate with engineers to support a broad client base.

Ideal candidates have strong communication skills, keen attention to detail, and solid time management, with the ability to work independently while thriving in a collaborative team