Service Desk Analyst - 1st Shift

NRI North America is searching for a Service Desk Analyst. Successful candidates must be team-oriented with an outstanding work ethic, excellent written abilities, and a solid communication foundation. The Service Desk Analyst will function as first-level support for our client's end users, networks, and server issues. The candidate will troubleshoot software, hardware, and operating system issues while creating detailed documentation of issues. Shifts will be one of the following:

• 7:00 am CT to 4:00 pm CT, Wednesday - Sunday
• 7:00 am CT to 4:00 pm CT, Thursday - Monday
• 7:00 am CT to 4:00 pm CT, Friday - Tuesday

Essential Duties

• Take incoming phone calls and emails from Core BTS clients who are experiencing issues with the following technologies: Microsoft O365, Windows, Cisco, Citrix, printers, laptops, mobile devices (both Apple and Android), etc.
• Provide empathic customer support in a courteous and friendly manner.
• Timely resolve or escalate issues per clients Service Level Agreements.
• Maintain professional communication and demeanor
• Escalate higher-level issues to appropriate resources for in-depth investigation.
• Communicate (verbal and written) with engineers on shift to ensure tickets are addressed
• Handles incidents according to Wiki/KB documentation.
• Advise management of required updates or corrections to Wiki/KB
• Will stay abreast of advances in technologies and further education in emerging technologies.

Required Skills

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

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. You'll have the opportunity to work in a dynamic and extremely positive environment where there is always the opportunity to challenge your skills and really move the needle. You'll work with large, sophisticated, and progressive clients throughout North America. We provide a comprehensive benefits program including: Health, Vision, and Dental Insurance, Life Insurance, Health/Dependent Care Flexible Spending, 401(k) Plan, Short-Term and Long-Term Disability Coverage, Generous Vacation and Flex Time Off Programs, Company Paid Holidays, and Training and Development Opportunities.

Notices

The above description is intended to describe the general nature and level of work performed by individuals assigned to this position. This is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, or experience required of individuals in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities. 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 View email address on click.appcast.io.