Remote Service Desk Analyst II - Support & Troubleshooting

Overview

At Netrix Global, the Service Desk Analyst II will provide timely and accurate tier one / tier two technical support to all clients generated from calls, chats, assignment queues, and emails, as well as ticket escalations and assignments from Tier 1 Service Desk Analysts and management. This role requires the ability to work with applications/systems to analyze, diagnose, and resolve a range of issues, from straightforward to more complex. The Analyst must clearly record information, accurately assign priorities, and resolve or dispatch tickets to the resolver team. There are administrative duties within this role, including user account administration for clients and internal Netrix employees. Analysts will manage their time, monitor multiple queues, and follow up to ensure timely incident resolution and customer satisfaction.

Location: This role is located onsite in our Manila, Philippines office.

What You Will Bring To The ...