Service Desk Analyst I (Trilingual: English/Spanish/Portuguese)

Job Summary

The SD Analyst Level I is the first point of contact for the users who call our IT Service Desk. The SD Analyst Level I answers incoming calls, tracks all information in a call tracking system, Troubleshoots basic End User issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support. The SD Analyst Level I escalates unresolved problem/issues/requests to the proper Tier 2 and Tier 3 support teams.

Responsibilities

• Incident/Request/Problem/Knowledge Management.
• Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate.
• Provide first-level contact, convey resolutions to customer issues and follow up.
• Properly escalate unresolved queries to the next level of support.
• Utilize excellent customer service skills and exceed customers' expectations.
• Ensure proper recording, documentation and closure.
• Recommended procedure modifications or improvements.
• 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.
• Use of Auxis monitoring and management tools for the devices and infrastructure applications.
• Attend all operational and project (ad-hoc) related scheduled meetings as required.

Skills and Experience

• Languages:
  
  • English-Spanish proficiency (oral and written) at 85% or higher (B2+ or above).
  • Portuguese proficiency (oral and written) at B2+ level or above.
• Experience: 1-2 years of experience in technical support.
• Frameworks: Knowledge or training in IT best practices or frameworks such as ITIL (Information Technology Infrastructure Library).
• Technical Skills: Hands-on experience with Active Directory, Microsoft Exchange, Office 365, VPNs, and network-shared printers and drives.
• Flexibility: Willingness to adjust schedule based on account needs.
• Education: High School diploma required.
• Communication: Excellent communication skills with strong customer engagement.
• Performance: Proven ability to deliver high customer satisfaction in high-volume, fast-paced environments.
• Soft Skills: Professional presentation with a polite, tactful, and friendly demeanor.

Nice to Have

• Cisco CCNA modules
• Microsoft MTA certification

About Auxis