Service Desk Analyst – Remote US

About the role

Netrix Global is seeking a remote Service Desk Analyst to provide tier‑one technical support to its clients across all shifts. The analyst will handle calls, emails, instant messages and ticket escalations, ensuring timely incident resolution and high customer satisfaction.

Key responsibilities

• Respond to incoming support requests via phone, chat, and email, documenting incidents and troubleshooting steps in the ITSM system.
• Monitor ticket queues, prioritize incidents, and escalate critical issues following established processes.
• Create and manage user accounts, enforce security guidelines, and support basic to moderately complex technical problems.
• Participate in knowledge‑base updates, onboarding of new staff, and continuous process‑improvement initiatives.

Required profile

• Based in the United States.
• College degree, technical school, or equivalent experience preferred.
• 1‑3 years of experience in a Help Desk or Service Desk environment.
• Strong oral and written communication skills and ability to multitask in a fast‑moving setting.

Required skills

• Experience with Outlook/O365 and Office applications in a networked environment.
• Basic knowledge of PCs, operating systems, networking, and hardware concepts.
• Familiarity with ITSM ticketing tools and ITIL incident‑management practices.

What we offer

• Competitive compensation and comprehensive group benefits.
• Remote work flexibility with occasional travel and on‑site support as needed.
• Casual work environment and support for work‑life balance.