Service Desk Analyst I

NRI North America; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

A leading technology service provider in the United States is seeking a Service Desk Analyst to offer first-level support for clients. The ideal candidate will troubleshoot various technical issues, document incidents, and ensure timely resolution or escalation. Strong communication and problem-solving skills are essential, along with experience in customer service. This position offers a collaborative team environment with extensive benefits.

Benefits

$0 Healthcare option

401(k) with company match

Flexible Time Off

Parental/Caregiver Leave

Qualifications

• Two years related experience with Help Desk or network support preferred.
• Strong customer service, telephone skills and analytical skills.
• Experience with Microsoft Office Suite, iPhone and Android devices.

Responsibilities

• Provide empathic customer support in a courteous and friendly manner.
• Take incoming phone calls and emails from clients experiencing issues.
• Communicate with engineers to ensure tickets are addressed.

Skills

Customer service

Troubleshooting

Communication

Analytical skills

Microsoft Office Suite

Cisco network technology

Tools

Windows

Microsoft O365

Citrix

Various mobile devices

Job description

NRI North America is searching for a Service Desk Analyst. Successful candidates must be team-oriented with an outstanding work ethic, excellent written abilities, and a solid communication foundation. The Service Desk Analyst will function as first-level support for our client’s end users, networks, and server issues. The candidate will troubleshoot software, hardware, and operating system issues while creating detailed documentation of issues.

Work schedule will be either Monday - Friday or Tuesday - Saturday from 7:00 am CT to 3:30 pm CT.

Essential Duties

• Take incoming phone calls and emails from Core BTS clients who are experiencing issues with the following technologies: Microsoft O365, Windows, Cisco, Citrix, printers, laptops, mobile devices (both Apple and Android), etc.
• Provide empathic customer support in a courteous and friendly manner.
• Timely resolve or escalate issues per clients Service Level Agreements.
• Maintain professional communication and demeanor
• Escalate higher-level issues to appropriate resources for in-depth investigation.
• Communicate (verbal and written) with engineers on shift to ensure tickets are addressed
• Handles incidents according to Wiki/KB documentation.
• Advise management of required updates or corrections to Wiki/KB
• Will stay abreast of advances in technologies and further education in emerging technologies.

Required Skills

• Two years related experience with Help Desk or network support preferred
• Strong customer service, telephone skills and analytical skills
• Experience with Microsoft Office Suite, iPhone and Android devices
• Expertise in operating systems and application software
• Familiarity with Cisco network technology
• Working knowledge in major desktop operating systems and in major network operating systems.
• Experience with basic end user administration, including network and general account maintenance
• Strong troubleshooting skills
• Experience in communicating with users in problem situations
• Good oral and written communication skills with the ability to articulate network issues
• Strong sense of ownership, capable of working independently and proactively addressing issues as they arise.

Benefits

• You'll work with a great group of people in a highly collaborative team and results oriented atmosphere
• You'll have the opportunity to work in a dynamic and extremely positive environment where there is always the opportunity to challenge your skills and really move the needle
• You’ll work with large, sophisticated, and progressive clients throughout North America
• We provide a comprehensive benefits program including: $0 Healthcare option, company contribution to Health Savings Account with enrollment in a qualifying plan, 401(k) plus company match, Professional Development funds, Flexible Time Off (FTO) plus 11 company holidays, 4 weeks Parental/Caregiver Leave, company paid family building/fertility benefits through Progyny, Dental and Vision Insurance, and company paid Life/AD&D, short term and long term disability insurance.

Notices

The above description is intended to describe the general nature and level of work performed by individuals assigned to this position. This is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, or experience required of individuals in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

NRI North America is proud to be an Equal Opportunity/Affirmative Action employer.

NRI North America will consider qualified candidates with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance.

If you require reasonable accommodation in completing an application, interviewing, or otherwise participating in the hiring process, please direct your inquiries to [e-mail].