Service Desk Analyst, I

Netrix Global

. Provide timely and accurate tier-one technical support through incoming call and email queues .

Posted 10/10/2026full-timeRemote • PhilippinesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing tier-one technical support, troubleshooting, and user account management while maintaining a strong focus on customer service and ITIL best practices. Proficient in Google Workspace, Apple MacOS, and Microsoft Office 365, with a solid foundation in network and hardware concepts.

Highest-signal resume keywords

Tier-One Technical SupportGoogle Workspace TroubleshootingApple MacOS SupportITIL Incident ManagementCompTIA A+ Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingUser Account ManagementNetwork Problem DiagnosisTechnical DocumentationEmail Account SetupVPN ConfigurationCitrix ExperienceKnowledge Base UtilizationOperating Systems KnowledgeAnalytical Problem-Solving

Soft Skills

Excellent Communication SkillsOrganizational SkillsTeam CollaborationCustomer Service OrientationAdaptability

Tools & Technologies

Google WorkspaceApple MacOSMicrosoft Office 365Active Directory (AD)Microsoft ServersIOSNetwork Management SystemsService Desk SoftwareKnowledge Base SystemsIncident Management Tools

Certifications & Qualifications

CompTIA A+Network CertificationMicrosoft Certifications

Industry Keywords

Service DeskHelp DeskIT SupportIncident ManagementUser Account ManagementSystem SecurityIdentity Verification24/7 Support EnvironmentTechnical SupportCustomer Onboarding

Tech Stack

Tools & technologies

CitrixiOSMacOS

About the role

Key responsibilities & impact

Provide timely and accurate tier-one technical support through incoming call and email queues
Monitor tickets generated by Network Management Systems for critical network problems
Troubleshoot issues, diagnose problems, and escalate to the appropriate provider
Monitor and enforce system security and identity verification guidelines
Create user accounts and access rights for clients when applicable
Provide exceptional customer service and educate clients on system operations and applications
Use the Knowledge Base to research, resolve, and respond to incidents and requests via phone and email
Provide troubleshooting and creative solutions for basic and moderately complex user problems
Manage the incident process by following up with support personnel and affected users
Support User Account Management projects and tasks as needed
Provide onsite support at customer locations as required
Maintain knowledge of ITIL incident-management best practices
Participate in onboarding and training new employees
Write technical documentation for the Service Desk knowledge base
Participate in team projects improving Service Desk quality or efficiency
Incorporate feedback from management, the Quality Assurance Program, and monthly KPI metrics
Communicate problem trends and unresolved problems to Service Desk staff and management
Escalate using clients’ on-call processes when necessary
Monitor corporate email for maintenance, outage scheduling, process changes, and other updates
Work at least three holidays per year to provide customer contact-queue coverage

Requirements

What you’ll need

College degree, technical school, or equivalent experience preferred
Excellent oral, organizational, and written communication skills
Minimum 1-3 years’ experience in a Help Desk/Service Desk or other IT role
Minimum 1-3 years’ experience in Google Workspace troubleshooting and administration tasks
Minimum 1-3 years’ experience supporting Apple MacOS
Basic knowledge of PCs, operating systems, applications, networks, and hardware concepts
Good analytical and problem-solving skills
Ability to work effectively with others to achieve team goals
CompTIA A+, Network, Microsoft Certifications and other industry standard certifications preferred
Experience setting up email accounts, VPN and Citrix experience preferred
Knowledge of AD, Microsoft Office 365 and Microsoft Servers, and iOS as it pertains to iPhone, MacBook, and iPad
Ability to work shifts of 8 hours per day, 5 days a week
Ability to work in a 24/7 Service Desk environment, with shifts that may change over time
Ability to provide Saturday or Sunday coverage on an ongoing basis
Must use a personal mobile phone with a US-compatible phone for MFA access to Netrix systems
May be required to undergo a biometric background check based on customer requirements

Benefits

Comp & perks

Competitive compensation package
Comprehensive group benefits to meet the needs of you and your family
Flexibility
Time off when you need it
Casual work environment
Remote/home office work option
Some travel required
Reasonable accommodations for persons with disabilities