Service Desk Analyst, I

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Description

About The Opportunity At Netrix Global, the Service Desk Analyst will provide timely and accurate tier one technical support to all clients generated from calls and emails, as well as ticket escalations and assignments from management. They will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of all problems, which may range from straightforward to more complicated technical issues. This position requires the Analyst to clearly record information, accurately assign priorities, and resolve or dispatch tickets to the resolver's team. Analysts will be responsible for managing their time appropriately, monitoring multiple assignment queues, their personal queue of open tickets, and continually follow up to ensure timely incident resolution and customer satisfaction. Optimal candidate will have two years’ experience working in a fast-paced technical service desk environment with a proven track record of having excelled in maintaining high first-call resolution rate and exceeding performance metrics for utilization, occupancy, and ready time in queue. Location: This role is remote located in our Manila, or Cebu. How You Will Make An Impact Service Delivery Provide timely and accurate tier one technical support through timely response to incoming call and email queues. Monitor tickets generated by Network Management Systems for critical network problems; perform troubleshooting to diagnose issues and escalate to the appropria

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