Service Desk Analyst

Join to apply for the Service Desk Analyst role at Auxis Job Summary The 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 handles multiple accounts, promptly addressing incoming calls, chats, and tasks, documenting all details within our ticketing system, and utilizing a knowledge base tool to resolve tier 1 requests. When necessary, the Service Desk Analyst escalates unresolved issues to our dedicated tier 2 and 3 support teams. The 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 the 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 procedures. 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. 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. Proficiency with Active Directory, network‑shared printers, and Windows with shared drives. Proven experience in efficiently managing tickets and providing exceptional customer support. Education A high school degree is a prerequisite. Requesting a degree in Computer Science, Engineering, IT or equivalent working experience (nice to have). Personal Competencies Results‑Driven: Committed to delivering high‑quality work, making timely decisions, and achieving company goals. Ethical: Upholds moral values, follows ethical standards, and respects organizational policies. Innovative: Generates creative solutions to address challenges and improve processes. Collaborative: Works effectively with cross‑functional teams to support the organization’s strategy. Data‑Driven: Makes well‑informed decisions by analyzing multiple variables and options. Adaptable: Quickly adjusts to changing circumstances and appreciates diverse perspectives. Analytical: Systematically assesses situations, identifies key factors, and prioritizes tasks. Continuous Learner: Committed to acquiring and applying necessary knowledge and expertise. Effective Communicator: Listens and communicates clearly to support organizational objectives. Language Skills Proficiency in English and Spanish (oral and written with a minimum of B2+ level proficiency in both languages). Certifications (Nice to have) CISCO CCNA ITIL Microsoft 365 Fundamentals CompTIA A+ About Auxis 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. We are constantly striving to improve our culture and environment and have invested in tools to continue to have better visualization of the pulse of our organization. Benefits Health benefits including medical, vision, and dental. Asociación Solidarista Training and development programs Employee recognition program Paid time off and family‑paid leave Paid day off for your birthday Seniority level Mid‑Senior level Employment type Full‑time Job function Information Technology Industries Outsourcing/Offshoring Referrals increase your chances of interviewing at Auxis by 2x. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr