Service Desk Technician Hybrid Remote

As a Service Desk Analyst 1 at Netrio, your role will involve creating, updating, and resolving technical service requests from customers efficiently and accurately. You will be responsible for providing phone support for helpdesk calls and ensuring first-call resolution for level 0 and level 1 issues. Your proactive tasks will include performing routine maintenance, monitoring tasks, and collaborating with the technical team to facilitate work transition effectively.

Key Responsibilities:

• Efficiently triage and resolve service requests, minimizing errors and reducing time per service request.
• Collaborate with peers and technical staff to ensure first-call completion.
• Consistently meet remote support response standards on a day-to-day basis.
• Ensure customer satisfaction by confirming the resolution of each service request after completion.
• Identify gaps in documentation and processes to enhance efficiency and service delivery.
• Accurately manage and document service requests, ensuring proper tracking and resolution.
• Efficiently manage multiple service requests while ensuring timely resolutions and meeting performance metrics.

Qualifications Required:

• Recently completed an IT training program and/or actively pursuing a 2 or 4-year degree in an IT-related field.
• Ability to triage technical support calls in a call center environment.
• Strong customer service skills with the ability to communicate technical information clearly to non-technical customers.
• Experience in technical support or service request management in a remote support environment.
• Familiarity with client network management and monitoring tools.

At Netrio, you will enjoy a hybrid work environment that prioritizes work-life balance, continuous learning, and a supportive team culture. You will also benefit from a competitive salary, comprehensive benefits package, wellness programs, and professional development opportunities. As a Service Desk Analyst 1 at Netrio, your role will involve creating, updating, and resolving technical service requests from customers efficiently and accurately. You will be responsible for providing phone support for helpdesk calls and ensuring first-call resolution for level 0 and level 1 issues. Your proactive tasks will include performing routine maintenance, monitoring tasks, and collaborating with the technical team to facilitate work transition effectively.

Key Responsibilities:

• Efficiently triage and resolve service requests, minimizing errors and reducing time per service request.
• Collaborate with peers and technical staff to ensure first-call completion.
• Consistently meet remote support response standards on a day-to-day basis.
• Ensure customer satisfaction by confirming the resolution of each service request after completion.
• Identify gaps in documentation and processes to enhance efficiency and service delivery.
• Accurately manage and document service requests, ensuring proper tracking and resolution.
• Efficiently manage multiple service requests while ensuring timely resolutions and meeting performance metrics.

Qualifications Required:

• Recently completed an IT training program and/or actively pursuing a 2 or 4-year degree in an IT-related field.
• Ability to triage technical support calls in a call center environment.
• Strong customer service skills with the ability to communicate technical information clearly to non-technical customers.
• Experience in technical support or service request management in a remote support environment.
• Familiarity with client network management and monitoring tools.

At Netrio, you will enjoy a hybrid work environment that prioritizes work-life balance, continuous learning, and a supportive team culture. You will also benefit from a competitive salary, comprehensive benefits package, wellness programs, and professional development opportunities.