Service Desk Analyst

Company: NRI North America

Employment Type: Full-time

Position Overview

NRI North America is seeking a Service Desk Analyst to join their team. The ideal candidate will be team-oriented with an outstanding work ethic, excellent written and communication skills. This role serves as first-level support for client end-users, networks, and server issues. The Service Desk Analyst will troubleshoot software, hardware, and operating system issues and create detailed documentation.

Work Schedule: Monday - Friday or Tuesday - Saturday, 3:30 pm CT to 12:00 am CT.

Essential Duties

• Take incoming phone calls and emails from Core BTS clients experiencing issues with:
  • Microsoft O365
  • Windows
  • Cisco
  • Citrix
  • Printers
  • Laptops
  • Mobile devices (Apple and Android)
• Provide empathic, courteous, and friendly customer support.
• Resolve or escalate issues in a timely manner according to client Service Level Agreements (SLAs).
• Maintain professional communication and demeanor.
• Escalate higher-level issues to appropriate resources for in-depth investigation.
• Communicate verbally and in writing with engineers on shift to ensure ticket resolution.
• Handle incidents according to Wiki/KB documentation.
• Advise management on required updates or corrections to Wiki/KB.
• Stay abreast of technological advancements and pursue further education in emerging technologies.

Requirements

• Two years of related experience in 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 of major desktop and network operating systems.
• Experience with basic end-user administration, including network and general account maintenance.
• Strong troubleshooting skills.
• Experience 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.

Benefits

NRI North America offers a comprehensive benefits program, including:

• $0 Healthcare option
• Company contribution to Health Savings Account (with enrollment in a qualifying plan)
• 401(k) with company match
• Professional Development funds
• Flexible Time Off (FTO)
• 11 company holidays
• 4 weeks Parental/Caregiver Leave
• Company-paid family building/fertility benefits through Progyny
• Dental and Vision Insurance
• Company-paid Life/AD&D, short-term, and long-term disability insurance.

You'll also enjoy working in a highly collaborative, results-oriented, dynamic, and positive environment with opportunities to challenge your skills and work with large, sophisticated clients throughout North America.

Company Information & Notices

NRI North America is proud to be an Equal Opportunity/Affirmative Action employer. Applications will be accepted on an ongoing basis. Qualified candidates with criminal histories will be considered in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities. If you require reasonable accommodation in completing an application or interviewing, please contact us.