Senior Service Desk Analyst
hace 2 días
Job Summary:
**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.
- 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 written at 85% or higher), with a minimum of B2+ level proficiency in both languages is a requirement.
**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 enhance our understanding of the pulse of our organization.
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