Service Desk Analyst

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 role, the analyst will be expected to handle multiple accounts applying their expertise gained over time. Responsibilities include promptly addressing incoming calls, chats, and tasks, documenting all details within our ticketing system, and utilizing a knowledge base tool, in conjunction with their basic knowledge, to resolve tier 1 requests. When necessary, the Service Desk Analyst escalates unresolved issues to our dedicated tier 2 and 3 support teams. Their role involves applications, hardware, network, and telecommunications systems, as well as delivering essential desktop support services.

Responsibilities

• Provide first-contact assistance to students by answering questions about financial

aid applications, eligibility, required documentation, and deadlines.

• Support general inquiries related to tuition payments, billing, scholarships,

grants, and student account status.

• Guide students through processes such as application submissions, portal

navigation, and understanding financial aid award letters.

• Deliver accurate and timely responses while ensuring compliance with institutional

policies and applicable financial aid regulations.

• Escalate complex cases or exceptions to specialized financial aid officers or

supervisors as needed.

• Maintain records and documentation of student interactions in the

ticketing/CRM system to ensure proper tracking and follow-up.

• Contribute to knowledge base content by identifying recurring questions and

suggesting FAQs or support articles.

• Provide a student-centric experience, demonstrating empathy, patience, and

professionalism in all interactions.

Skills And Experience
Experience:

• 1-2 years of technical support experience with a strong understanding of best practices and IT frameworks, such as ITIL (Information Technology Infrastructure Library).
• 1 year working with finance services
• Proficiency with Active Directory, network-shared printers, and Windows with shared drives experience.
• Proficiency with Workday, Intellibuy, and finance related tools.
• 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.
• 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 writing with a minimum of B2+ level proficiency in both languages being a requirement).

Certifications (Nice to have):

• 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.

Work-Life Balance & Flexibility

• Hybrid work model
• Flexible schedules
• 40-hour work week
• Birthday day off
• Marriage leave

Growth & Development

• Paid training
• Internal training and development programs
• English improvement program

Recognition & Rewards

• Performance recognition program
• Referral bonus program
• Motivational and team-building activities

Health & Security

• Life insurance with MetLife
• Health insurance with Colmédica

Contract

• Permanent contract