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 senior position, the analyst is expected to work according to his expertise with different accounts, demonstrating all his knowledge.
**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:
- B2+ English Language (Oral and writing)
- Studying a career related to IT (Computer Science, Networking, Security, etc)
- Intermediate/Advanced Excel and reporting skills (Highly desired)
- Certifications in (Nice to have)
- CISCO CCNA
- ITIL
- Microsoft MTA
- COMPTIA A+
Experience
- 2-4 years of technical support Experience Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library)
- Proven Experience handling tickets and customers
- Advance knowledge and experience with Active Directory, network-shared printers, and drives experiences.
**Work Schedule**
**11:00pm - 6:00am Wed-Sun