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Service Desk Analyst
hace 2 meses
Job Summary
The Junior Service Desk Analyst serves as the initial point of contact for users contacting our IT Service Desk, delivering exceptional customer service. In this junior role, the analyst focuses on a single account, gradually building expertise before handling multiple accounts.
Key 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.
- Evaluate and resolve tier 1 requests, escalating unresolved issues to our dedicated tier 2 and 3 support teams as needed.
- Guide customers through troubleshooting processes 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.
Additional Responsibilities
- Comply and adhere to Auxis operational processes and security policies.
- Utilize 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-related scheduled meetings as required.
- Adhere to the working hours at the client sites or as determined by the Auxis Workforce.
Requirements
- Familiarity with basic network knowledge and troubleshooting, network-shared printers, and basic hardware troubleshooting skills.
- Completion of an internship in a business-related environment (nice to have).
- A high school diploma is a prerequisite for this position.
- Pursuing a degree in computer science, engineering, IT, or equivalent working experience (nice to have).
- 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.
