Service Desk Analyst I - 3rd Shift

About the Role

The Service Desk Analyst I (SDA) will serve as the primary point of contact for end-users, addressing issues related to networks and servers. This role involves troubleshooting software, hardware, and operating system problems, meticulously documenting incidents, and maintaining professional communication with clients. The SDA will also monitor and manage client network and server infrastructure. Success in this position requires the ability to manage multiple complex issues concurrently in a fast-paced environment, adapting to change and demonstrating resourcefulness and self-direction.

Responsibilities

• Act as the first line of support for technical issues reported via phone or electronic channels, clearly documenting and communicating findings.
• Engage with clients at both technical and non-technical levels to understand and resolve issues.
• Accurately categorize, prioritize, and gather essential information for all reported incidents.
• Resolve or appropriately escalate issues to ensure resolution within defined service level agreements.
• Deliver exceptional customer service with a consistently positive and friendly demeanor.
• Maintain up-to-date knowledge of evolving technologies.
• Serve as the initial contact for all network and server-related concerns.
• Proactively monitor client environments for faults, failures, and performance degradation.
• Respond promptly to emails, alerts, tickets, and phone calls from clients, adhering to Standard Operating Procedures.
• Provide regular progress updates to clients on issue resolution status.
• Escalate complex issues to specialized teams for further investigation.
• Collaborate effectively with other analysts on the same shift to ensure timely ticket handling.
• Apply ITIL processes (Incident, Problem, Change) within a corporate context.
• Perform scheduled maintenance, including server patching, as per client contracts.
• Research and utilize various resources, including vendor documentation and online forums, to assist with issue resolution.
• Stay informed about technological advancements and pursue continuous learning in emerging technologies.
• Proactively monitor customer infrastructure, including routers, switches, and applications, and respond to network or security incidents, outages, and performance alerts.
• Offer empathetic customer support with courtesy and friendliness.
• Exhibit a sense of urgency and advocate for clients to resolve problems efficiently.
• Be prepared to support any issue, follow custom processes, and lead troubleshooting efforts involving various internal and external parties.
• Manage incidents and service requests based on knowledge base documentation, determining incident severity.
• Accurately and swiftly diagnose and isolate incident sources, taking appropriate action to restore services.
• Participate in cross-training initiatives as needed.
• Inform management about necessary updates or corrections to the knowledge base.

Required Skills and Experience

• Possess at least two years of relevant experience in help desk or network support.
• Proficiency with Windows 10, Windows 11, Microsoft Office Suite, and Active Directory.
• Experience working with Cisco network devices and Windows servers.
• Demonstrated knowledge of VMWare or Citrix technologies.
• Exhibit clear and effective verbal communication skills.
• Effectively interact with diverse client and staff personalities and situations.
• Communicate clearly with clients and end-users to ascertain needs and resolve issues.
• Communicate effectively via telephone.
• Demonstrate clear and concise written communication skills for emails and other written correspondence.

Work Schedule

The work schedule for this position is Saturday through Wednesday, from 11:30 PM CT to 8:00 AM CT.

Additional Information

This position is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, or experience required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. NRI North America is an Equal Opportunity/Affirmative Action employer and considers qualified candidates with criminal histories in accordance with local ordinances. Inquiries regarding reasonable accommodation should be directed to CareersBegin@nri-na.com. Artificial intelligence (AI) tools may be used to assist in the hiring process, but final decisions are made by humans.