Service Desk Analyst
hace 3 días
Job Summary:
The Service Desk Analyst L1 is the first point of contact for the users who call our IT Service Desk while providing the highest level of customer service. In a junior position, the analyst will develop skills working with a single account, until acquiring the required knowledge to work on more accounts.
**Responsibilities**:
- Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate
- Provide first-level contact and convey resolutions to customer issues
- Properly escalate unresolved queries to the next level of support
- Walk customers through a problem-solving process
- Follow up with customers.
- Utilize excellent customer service skills and exceed customers’ expectations
- Ensure proper case recording, documentation, and closure
- Recommend procedure modifications or improvements
- Update or create Knowledge Base Articles to ensure procedures for the service desk are correct
- Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users.
- Other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or his designate(s)
- Additional responsibilities include:
- Comply and adhere to Auxis operational processes and security policies
- Use of Auxis Service management tools for Incident, Problem, Change, and Configuration management
- Attend all operational and project (ad-hoc) related scheduled meetings as required
- Your working hours will be following the normal business hours at the client sites that you are servicing, or on a specific schedule to be determined by the Auxis Workforce.
Skills and Experience:
**Technical Competencies***:
- Academic
- B2+ English Language (Oral and writing)
- Bachelor's degree from a Technical High School
**Experience**
- Professional Practice of 2 months in a business related
- Basic knowledge of Active Directory, network-shared printers, Windows and share drives experience.
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