Business Analyst, Service Desk Reporting & Analytics

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Description

About The Opportunity Netrix Global is looking for a skilled Business Analyst, Service Desk Reporting & Analytics owns reporting and analytics for the Netrix Global Service Desk. This role transforms ServiceNow and contact center data into accurate, automated Power BI reporting that supports customer service reviews, SLA governance, and internal operational and financial decision-making. Working directly with customers and alongside Service Delivery Managers, Technical Account Managers, Lead Technical Architects, and service desk leadership, the Business Analyst ensures that the performance story Netrix tells its customers is timely, consistent, and backed by trusted data. How You Will Make An Impact Customer Service Desk Reporting Produce, automate, and deliver monthly customer service reports and Netrix template service review presentations, enabling Service Delivery Managers to share them with customers during the first week of each month. Report SLA attainment by priority for response and resolution, including tickets opened and closed, backlog, mean time to resolve, reopened rates, escalations, and major incident activity. Report customer experience results, including CSAT, NPS, survey response rates, and voice-of-customer themes. Report contact center performance metrics, including average speed of answer, average handle time, abandonment rate, first contact resolution, and channel mix across phone, email, portal, and chat. Configure customer-specific views that reflect

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