Service Desk Analyst - 1st Shift

3 weeks, 1 day ago
Full-time
Junior
Customer and Technical Support
Your Business

Your Business

NRI is a North American consultancy delivering business and tech solutions that fuel growth, boost profitability, and drive lasting innovation.

Internet Software & Services

Description

  • Provide first-level support for client end users, networks, and server-related issues.
  • Take incoming phone calls and emails from clients experiencing technical problems.
  • Troubleshoot software, hardware, and operating system issues.
  • Resolve incidents timely or escalate them in accordance with client service level agreements.
  • Document issues thoroughly and maintain detailed records of support cases.
  • Escalate higher-level issues to the appropriate resources for deeper investigation.
  • Communicate with engineers on shift to ensure tickets are addressed.
  • Handle incidents using Wiki/KB documentation and recommend updates or corrections when needed.
  • Deliver empathetic, courteous, and professional customer support.
  • Stay current on emerging technologies and ongoing education relevant to the role.

Requirements

  • 2 years of related experience in help desk or network support preferred.
  • Strong customer service, telephone, 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 of major desktop operating systems and major network operating systems.
  • Experience with basic end-user administration, including network and general account maintenance.
  • Strong troubleshooting skills.
  • Ability to communicate technical issues clearly to users and engineers, both verbally and in writing.
  • Strong sense of ownership with the ability to work independently and proactively address issues.

Benefits

  • $21 - $23 per hour.
  • Health, vision, and dental insurance.
  • Life insurance.
  • Health and dependent care flexible spending accounts.
  • 401(k) plan.
  • Short-term and long-term disability coverage.
  • Generous vacation and flex time off programs.
  • Company-paid holidays.
  • Training and development opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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