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The Service Desk SME plays a pivotal role in Auxis, overseeing the administration of access roles and policies, managing Privileged Access Management accounts, and handling high-complexity incidents and requests. This position requires a comprehensive understanding of current procedures and strong investigational skills.
Responsibilities:- Manage Auxis clients' incident and request queue, assigning tickets to resources based on technology, location, and load.
- Escalate tickets as required with the proper priority, identifying recurring incidents or creating problems as per ITIL standards.
- Conduct audits on tickets to ensure closure compliance.
- Assist SDTL in measuring and driving down incident levels.
- Identify and implement improvements to the Service Desk incident logging system.
- Meet defined goals and KPIs.
- Assist SDTL with performance issues, ensuring high visibility of team performance, service level compliance, and early identification of issues.
- Provide coaching and feedback for team compliance and talent development.
- Act as an escalation resource for client issues.
- Administer departmental operations and activities.
- Provide level 2 support to first-level teams and direct customers via phone, chat, email.
- Update documentation (KB articles) and research, resolve, and respond to complex queries.
- Acquire and maintain knowledge of product offerings and support policies.
- Adhere to Auxis operational processes and security policies.
- Attend all operational and project-related scheduled meetings.
- Verify the queue of the analysts daily.
- Perform quality evaluations for the first-level teams.
- Knowledge or training in best practices or IT frameworks, such as ITIL.
- Advanced knowledge of Active Directory, O365, network-shared printers, and drives.
- Working knowledge of Windows Server 2012, 2016, 2019, Active Directory, LDAP.
- Knowledge of cybersecurity.
- Proficiency in Microsoft Office Suite, including Word, Outlook, PowerPoint, and Excel.
Auxis prioritizes employee growth and development to help you advance your career. Auxis' culture empowers you to be your best in the interest of a common team goal.
