服务台分析师 2
Service Desk Analyst 2
关于Netrio
在Netrio，我们的员工是所有事情的核心。我们以“同理心、合作、诚信、责任感和创新”为核心价值观，营造一种协作与信任推动真正影响的文化。我们相信先倾听，兑现承诺，并通过技术突破可能性的边界。如果你热衷于做出改变，并希望成为一支共同成长、以目标为导向的团队的一员，我们邀请你查看我们的开放机会，加入我们的使命。
职位描述
服务台分析师将每天践行Netrio的使命、愿景和价值观，作为日常职责和责任的指导。该职位负责快速且精确地创建、更新和解决客户的技术服务请求。该职位是处理客户主动请求的第一线，需要以高度的准确性和客户满意度来处理问题。该职位需要广泛了解我们的标准网络工程实践，同时学习特定客户的知识，以便在需要时更好地为每位客户提供帮助。客户服务将是该职位的重要组成部分，因为服务台通常是用户与我们公司首次接触的地方。沟通能力和技术能力是该职位的关键要素。
你将负责
主要职责
- 通过我们各种通信渠道（包括电话和电子邮件）接听客户来电并处理提交的工单。
- 为接收到的所有来电和工单提供初步支持。如果问题需要额外支持，而服务台无法提供，他们有责任相应地升级问题。
- 与团队成员协作并适当升级问题。
- 更新/创建工单，详细记录您采取的任何故障排除步骤，以确保其他团队成员在必要时可以接手或放下问题。
- 跟进旧工单，确保问题得到彻底解决，并确保客户对结果满意。
- 根据需要记录客户特定信息，以实现未来相关问题的安全且便捷的访问。
- 在需要时，也可能协助项目团队或网络工程师进行新客户设备的初步准备，特别是新的工作站。
查看英文原文
About Netrio
At Netrio, our people are at the heart of everything we do. Guided by our core values—Empathy, Partnership, Integrity, Accountability, and Innovation—we foster a culture where collaboration and trust drive real impact. We believe in listening first, delivering on our promises, and pushing the boundaries of what’s possible with technology. If you’re passionate about making a difference and want to be part of a team that grows together and leads with purpose, we invite you to explore our open opportunities and join us on our mission.
About the role
The Service Desk Analyst will model the Netrio mission, vision, and values each day, functioning as a guide for daily accountabilities and responsibilities. This role is accountable for creating, updating and resolving technical service requests from customers and with speed and precision. This role is on the front line for reactive client requests, handling with a high level of accuracy and customer satisfaction. This role will require broad knowledge of our standard network engineering practices as well as learning specific knowledge for our clients to better help to serve each of them when the need arises. Customer service will be an important feature of this position as the Service Desk will typically be the first interaction a user may have with our company. Communication skills as well as technical skills will be the key components of this position.
What you'll do
KEY RESPONSIBILITIES
- Answer calls and tickets submitted from clients through our various communication channels, including via phone, and email.
- Provide initial support for all calls and tickets received. If the issue requires additional support the Service Desk is unable to provide, it is their duty to escalate the problem accordingly.
- Collaborate with team members and escalate issues appropriately.
- Update/create tickets detailing any troubleshooting steps you took to ensure the problem can be picked up and put down by the other team members if necessary.
- Follow up on older tickets to ensure problems are fully resolved and that the customer is satisfied with the outcome.
- Document client specific information as needed to enable secured but easy access for future, related issues.
- May also be used to support the Project Team or Network Engineers in the initial preparation of the new client equipment, especially new workstations, when needed.
KEY COMPETENCIES
Customer Focus
- Provide clear communication and resolution regarding service requests to ensure customer satisfaction.
Collaboration
- Work effectively with peers and technical teams to ensure smooth workflow and issue resolution.
Continuous Improvement
- Identify gaps in documentation and processes to enhance efficiency and service delivery.
Attention to Detail
- Accurately manage and document service requests, ensuring proper tracking and resolution.
Time Management
- Efficiently manage multiple service requests while ensuring timely resolutions and meeting performance metrics.
Qualifications
Required
- Associates or Technical degree in Computer Engineering or equivalent work experience.
- 3-5 years of experience in IT Support including knowledge of networking basics, Windows desktop environments, Windows OS and Office365.
- Experience in a customer service environment.
- Ability to use deductive reasoning to troubleshoot problems and resolve the issues using IT knowledge.
- Ability to learn and track down information needed to resolve new problem as they occur.
- Strong written and verbal communication skills.
- Time management skills, and the ability to prioritize multiple concurrent issues.
- The ability to work independently but also be a team player.
- Thriving in a fast-paced environment. Performing well under pressure.
- Being a fast learner, who can keep up with changing trends in a rapidly evolving industry.
Originally posted on Himalayas