Service Desk Analyst

at  Auxis

Job Summary:
The Senior Service Desk Analyst (L1) serves as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service. In this senior role, the analyst will be expected to handle multiple accounts applying their expertise gained over time. Responsibilities include promptly addressing incoming calls, chats, and tasks, documenting all details within our ticketing system, and utilizing a knowledge base tool, in conjunction with their basic knowledge, to resolve tier 1 requests. When necessary, the Service Desk Analyst escalates unresolved issues to our dedicated tier 2 and 3 support teams. Their role involves applications, hardware, network, and telecommunications systems, as well as delivering essential desktop support services.

Responsibilities:

• Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are assigned correctly.
• Serve as the initial point of contact for customers and provide solutions to their issues.
• Escalate unresolved queries to the next level of support as needed.
• Guide customers through troubleshooting process effectively
• Follow up with customers to ensure high-level satisfaction and issue resolution.
• Exceed customer expectations by delivering exceptional customer service.
• Maintain detailed case records, documentation, and ensure cases are closed efficiently.
• Identify and recommend procedure modifications or improvements.
• Update or create Knowledge Base Articles to ensure accuracy in Service Desk procedure.
• Stay updated on relevant product offerings, current support policies, and methods of support delivery to provide technically accurate solutions to users.
• Perform other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or designated personnel.

Additional responsibilities include:

• Comply and adhere to Auxis operational processes and security policies.
• Use Auxis Service management tools for Incident, Problem, Change, and Configuration management.
• Use Auxis monitoring and management tools for the devices and infrastructure applications.
• Attend all operational and project (ad-hoc) related scheduled meetings as required.
• Adhere to the working hours at the client sites or as determined by the Auxis Workforce.

Skills and Experience:

EXPERIENCE:

• 2-4 years of technical support experience with a strong understanding of best practices and IT frameworks, such as ITIL (Information Technology Infrastructure Library).
• Proficiency with Active Directory, network-shared printers, and Windows with shared drives experience.
• Proven experience in efficiently managing tickets and providing exceptional customer support.

EDUCATION:

• A high school degree is a prerequisite for this position.
• Pursuing a degree in Computer Science, Engineering, IT or equivalent working experience. (Nice to Have)

LANGUAGE SKILLS:

• Proficiency in English and Spanish (Oral and writing at 85% or higher), with a minimum of B2+ level proficiency in both languages being a requirement.

Responsibilities:

• Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are assigned correctly.
• Serve as the initial point of contact for customers and provide solutions to their issues.
• Escalate unresolved queries to the next level of support as needed.
• Guide customers through troubleshooting process effectively
• Follow up with customers to ensure high-level satisfaction and issue resolution.
• Exceed customer expectations by delivering exceptional customer service.
• Maintain detailed case records, documentation, and ensure cases are closed efficiently.
• Identify and recommend procedure modifications or improvements.
• Update or create Knowledge Base Articles to ensure accuracy in Service Desk procedure.
• Stay updated on relevant product offerings, current support policies, and methods of support delivery to provide technically accurate solutions to users.
• Perform other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or designated personnel

Additional responsibilities include:

• Comply and adhere to Auxis operational processes and security policies.
• Use Auxis Service management tools for Incident, Problem, Change, and Configuration management.
• Use Auxis monitoring and management tools for the devices and infrastructure applications.
• Attend all operational and project (ad-hoc) related scheduled meetings as required.
• Adhere to the working hours at the client sites or as determined by the Auxis Workforce