Service Desk Analyst

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)_

**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.
- _ Effective Communicator:_ Listens and communicates clearly to support organizational objectives.

**Language Skills**:

- 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.

**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.
Training and development programs
Employee recognition program
Paid time off and family-paid leave
Paid day off for your birthday