NRI North America
Managed Services
ServiceDeskAnalyst-1stShift
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Service Desk Analyst - 1st Shift at NRI North America. Skills: First-level support, Troubleshooting, Customer support. Take incoming phone calls. Take incoming emails”
Industry & Context.
Analytical skills; Troubleshooting skills; Proactively addressing issues
What They're Looking For.
Must Have
Two years related experience, Help Desk or network support, Customer service, Telephone skills, Analytical skills, Microsoft Office Suite, iPhone and Android devices, Operating systems and application software, Cisco network technology, Major desktop operating systems, Major network operating systems, Basic end user administration, Network and general account maintenance, Troubleshooting skills, Communicating with users in problem situations, Good oral and written communication skills, Articulate network issues, Sense of ownership, Capable of working independently, Proactively addressing issues
Nice to Have
Help Desk or network support preferred
What You'll Do.
Take incoming phone calls
Provide empathic customer support
Maintain professional communication
Escalate higher-level issues
Communicate with engineers
Handles incidents according to Wiki/KB documentation
Advise management of required updates
Advise management of required corrections
Stay abreast of advances in technologies
Further education in emerging technologies
Troubleshoot software issues
Troubleshoot hardware issues
Troubleshoot operating system issues
Create detailed documentation
How You'll Work.
Team & Collaboration
Cross-functional agile teams; Collaborative team
Communication Scope
Written abilities; Communication foundation; Written communication; Oral communication
Full Job Description
## Description NRI North America is searching for a Service Desk Analyst. Successful candidates must be team-oriented with an outstanding work ethic, excellent written abilities, and a solid communication foundation. The Service Desk Analyst will function as first-level support for our client’s end users, networks, and server issues. The candidate will troubleshoot software, hardware, and operating system issues while creating detailed documentation of issues. Shifts will be one of the following: 7:00 am CT to 4:00 pm CT, Wednesday - Sunday 7:00 am CT to 4:00 pm CT, Thursday - Monday 7:00 am CT to 4:00 pm CT, Friday - Tuesday ## Essential Duties Take incoming phone calls and emails from Core BTS clients who are experiencing issues with the following technologies: Microsoft O365, Windows, Cisco, Citrix, printers, laptops, mobile devices (both Apple and Android), etc. Provide empathic customer support in a courteous and friendly manner. Timely resolve or escalate issues per clients Service Level Agreements. Maintain professional communication and demeanor Escalate higher-level issues to appropriate resources for in-depth investigation. Communicate (verbal and written) with engineers on shift to ensure tickets are addressed Handles incidents according to Wiki/KB documentation. Advise management of required updates or corrections to Wiki/KB Will stay abreast of advances in technologies and further education in emerging technologies. ## Required Skills Two years related experience with Help Desk or network support preferred Strong customer service, telephone skills 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 in major desktop operating systems and in major network operating systems. Experience with basic end user administration, including network and general account maintenance Strong troubleshooting skills Expe
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