corebts - Service Desk Analyst I - 3rd Shift
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Requirements
• 2+ years related experience with help desk or network support. • Windows 10, Windows 11, Microsoft Office Suite, Active Directory. Experienced with Cisco network devices and Windows servers. Demonstrated VMWare or Citrix knowledge. • Verbal: Demonstrates a clear and effective speaking manner. • Demonstrated ability to effectively interact with a variety of client and staff personalities and situations. • Communicates effectively with clients/end users to identify needs and resolve issues • Communicate clearly and effectively using a telephone. • Written: Demonstrates a clear and succinct writing style to communicate effectively and clearly via email and other written forms of communication.
Responsibilities
• Respond to requests for technical assistance via phone or electronic means; possess excellent communication skills to clearly document and communicate their findings, internally and externally. • Interact with customers and must communicate at technical and non-technical levels with peers, management, and customers. • Categorize, prioritize, and gather necessary information pertaining to each reported issue. • Resolve or redirect issue for resolution within service level agreement period. • Provide excellent customer service with a friendly positive attitude. • Stay current in evolving technologies. • Function as the first point of contact for all network and server related issues. • Proactively monitor customer environments for faults, failures, and performance issues. • Respond to emails, alerts, tickets, and phone calls from NRI customers including both NOC and Service Desk in accordance with documented Standard Operating Procedures. • Ensure customer contact is regularly updated with information regarding progress in resolving their issue. • Escalate higher level issues to appropriate resources for in-depth investigation. • Communicate (verbal and written) with other analysts on shift to ensure tickets are addressed. • Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment. • Perform scheduled maintenance up to and including server patching, as outlined in customer contracts. Research issues to assist with resolution using a wide range of tools such as OEM/vendor documentation, internet searches, forums, etc. • Stay abreast of advances in technologies and further education in emerging technologies. • Proactively monitor routers, switches, and applications of customer infrastructure and provide timely responses to all network or security incidents, outages and performance alerts. • Provide empathic customer support in a courteous and friendly manner. • Demonstrate a sense of urgency and an appropriate level of customer advocacy to correct problems on our clients’ behalf. Provide empathic customer support in a courteous and friendly manner. • Willingness to quickly support any issue, follow custom processes, and be able to technically lead the troubleshooting efforts of potentially many different internal and external entities. • Handle incidents and service requests according to KB documentation; determines the severity of an incident • Accurately and quickly diagnose and isolate the source of a given incident and take appropriate action to restore service. • Participate in cross training efforts, as necessary. • Advise management of required updates or corrections to KB. • NRI North America is proud to be an Equal Opportunity/Affirmative Action employer. • NRI North America will accept applications on an ongoing basis. • 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 [email protected].
Benefits
• You'll love working at NRI not just for the usual benefits, but for our environment and culture! • You'll work with a great group of people in a highly collaborative team and results oriented atmosphere.
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