NRI North America
Managed Services
ServiceDeskAnalyst-2ndShift
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Service Desk Analyst - 2nd Shift at NRI North America. Skills: Service Desk, End user support, Network support. Take incoming phone calls. Take incoming emails”
What You'll Achieve.
Timely resolve or escalate issues
Industry & Context.
Troubleshoot software; Troubleshoot hardware; Troubleshoot operating system; Analytical skills; Troubleshooting skills; Proactively addressing issues
2nd Shift, Monday - Friday schedule, Tuesday - Saturday schedule, 3:30 pm CT to 12:00 am CT
What They're Looking For.
Must Have
Two years related experience, Help Desk or network support experience, Customer service skills, Telephone skills, Analytical skills, Experience with Microsoft Office Suite, Experience with iPhone devices, Experience with Android devices, Expertise in operating systems, Expertise in application software, Familiarity with Cisco network technology, Working knowledge in major desktop operating systems, Working knowledge in major network operating systems, Experience with basic end user administration, Experience with network account maintenance, Experience with general account maintenance, Troubleshooting skills, Experience communicating with users, Good oral communication skills, Good written communication skills, Ability to 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
Maintain professional demeanor
Escalate higher-level issues
Communicate with engineers
Advise management on updates
Advise management on corrections
Stay abreast of advances in technologies
Pursue further education
How You'll Work.
Team & Collaboration
Highly collaborative team
Communication Scope
Written abilities; Verbal communication; Written communication; Articulate network issues
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. Work schedule will be either Monday - Friday or Tuesday - Saturday from 3:30 pm CT to 12:00 am CT. ## 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 Experience in communicating with users in problem situations Good oral and
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