Service Desk Analyst L1

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 senior 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 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.

• Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are properly logged, categorized, prioritized, assigned, documented, and closed in accordance with Incident, Request, Problem, and Knowledge Management processes.
• Serve as the initial point of contact for customers, providing first-level technical support and guiding users through effective troubleshooting processes via phone, chat, or email.
• Provide clear communication to customers regarding issue resolution and perform follow‑ups to ensure customer satisfaction and case closure.
• Escalate unresolved or complex inquiries to the next level of support following established escalation procedures.
• Provide basic functional support for supported tools and systems, including Point of Sale (POS) systems when applicable to the account.
• Maintain accurate and detailed case records within the service management tools, ensuring full accountability for ticket logging, documentation, and closure.
• Exceed customer expectations by delivering professional, timely, and high‑quality customer service while adhering to defined service level agreements (SLAs).
• Identify, recommend, and communicate opportunities for process, procedure, or documentation improvements based on operational experience.
• Update existing Knowledge Base articles or create new documentation as required to ensure accuracy and alignment with Service Desk procedures.
• Acquire and maintain knowledge of relevant product offerings, current support policies, and service delivery methods to provide technically accurate solutions to users.
• Comply with Auxis operational processes, security policies, and compliance requirements at all times.
• Use Auxis service management tools for Incident, Request, Problem, Change, and Configuration Management, as well as monitoring and management tools for supported devices and infrastructure applications.
• Attend all required operational and project‑related meetings as scheduled.
• Adhere to assigned working hours aligned with client site business needs or as determined by the Auxis Workforce.
• Perform other related duties and responsibilities as directed by the Auxis Service Support Team Lead or designated personnel.

Experience:

• 1 year of Customer Services.
• Proven experience in efficiently managing tickets and providing exceptional customer support.
• Hardware Support:
  Basic diagnostics for laptops, peripherals, and mobile devices.
• Cybersecurity Awareness:
  Understands safe handling of credentials, phishing prevention, and endpoint protection basics.

Education:

• High school degree required.
• Pre‑requisite:
  Pursuing a degree in Computer Science, Engineering, IT, or equivalent working experience (Nice to Have).

• 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.

• Proficiency in English and Spanish (oral and written at 85% or higher), with a minimum of B2+ level proficiency in both languages required.