Service Desk Analyst
hace 2 semanas
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 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 and documentation, ensuring cases are closed efficiently.
- Identify and recommend procedure modifications or improvements.
- Update or create Knowledge Base Articles to ensure accuracy in the 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.
-
Service Desk Analyst
hace 1 semana
Barranquilla, Colombia Auxis A tiempo completoJob 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...
-
Service Desk Analyst
hace 2 semanas
Barranquilla, Atlántico, Colombia Auxis A tiempo completoJob SummaryThe 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 will be expected to handle multiple accounts applying their expertise gained over time. Responsibilities include promptly addressing incoming calls, chats,...
-
Service Desk Analyst
hace 1 semana
Barranquilla, Atlántico, Colombia Auxis A tiempo completoJob SummaryThe 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 will be expected to handle multiple accounts applying their expertise gained over time. Responsibilities include promptly addressing incoming calls, chats,...
-
Service Desk Analyst
hace 2 semanas
Barranquilla, Atlántico, Colombia Auxis A tiempo completoJob SummaryThe 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 will be expected to handle multiple accounts applying their expertise gained over time. Responsibilities include promptly addressing incoming calls, chats,...
-
Jr Service Desk Analyst
hace 2 semanas
Barranquilla, Colombia Auxis A tiempo completoJob Summary: The Jr 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...
-
Service Desk Analyst
hace 1 semana
Barranquilla, Atlántico, Colombia Auxis A tiempo completoJob SummaryThe 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 role, the analyst will be expected to handle multiple accounts applying their expertise gained over time. Responsibilities include promptly addressing incoming calls, chats, and...
-
Jr Service Desk Analyst
hace 3 días
Barranquilla, Colombia Auxis A tiempo completoJob 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**: -...
-
Service Desk Analyst
hace 1 semana
Barranquilla, Atlántico, Colombia Auxis A tiempo completoJob SummaryThe 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 role, the analyst will be expected to handle multiple accounts applying their expertise gained over time. Responsibilities include promptly addressing incoming calls, chats, and...
-
Service Desk Supervisor
hace 2 semanas
Barranquilla, Colombia CRG Solutions A tiempo completo**Job Summary**: The Contact Center Supervisor - IT Service Desk is responsible for overseeing the daily operations of the IT service desk team. This role involves managing a team of IT support professionals to ensure timely and effective resolution of end-user issues, maintaining high levels of customer satisfaction, and optimizing service desk performance....
-
Service Desk Analyst Level 1
hace 1 semana
Barranquilla, Colombia Auxis A tiempo completoJob 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 senior position, the analyst is expected to work according to his expertise with different accounts, demonstrating all his knowledge. **Responsibilities**: - Perform Incident and...
