Jr. Service Desk Analyst - Barranquilla, Colombia - Auxis

Auxis

Empresa verificada

Barranquilla, Colombia

hace 1 semana

Publicado por:

Carolina González

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Descripción

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 junior position, the analyst will develop skills working with a single account, until acquiring the required knowledge to work on more accounts.

Responsibilities:

Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate
Provide firstlevel contact and convey resolutions to customer issues
Properly escalate unresolved queries to the next level of support
Walk customers through a problemsolving 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)

Skills and Experience:

B2+ English Language (Oral and writing)
Degree from a Technical High School
Professional Practice of 2 months in a business related
Basic knowledge of Active Directory, networkshared printers, and drives experiences