Service Desk Analyst

hace 6 meses

Heredia, Costa Rica Auxis A tiempo completo

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**:

- **Responsibilities of the process**:

- 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.
- Personal Competencies:

- Commitment to job quality: Capability to work with a sense of urgency, take decisions and achieve the company’s goals with performance results.
- Ethics: Work under moral values and good costumes and professional practices, and respect all the policies and procedures of the organization.
- Innovation and creativity: Ability to think on new and different solutions to issues or situations faced in the role.
- Teamwork: Capacity to collaborate with others, be part of a group, and work with other company’s areas to achieve la organization’s business strategy
- Decision making: Capability to analyze different variants and options, considering all the circumstances, resources available, and the impact on the business, to select, in the end, the best option for the business.
- Adaptability/Flexibility: Being able to comprehend and appreciate different points of view and adapt to different circumstances quickly and efficiently in diverse situations
- Quality and Continuous Improvement: Optimize resources (people, materials, process, etc.) and add value to the operation through original ideas or solutions.
- Analytic thinking: Ability to comprehend a situation, identify all its parts and organize it systematically, determine interrelations, and establish priorities to work on.
- Technical knowledge: Capacity to acquire, maintain updated and demonstrate all the knowledge and specific experiences that are required for this position
- Effective communication: Capability to listen and understand others, to transmit clearly and consistently information required to achieve the organizational objectives

Skills and Experience:

- Technical Competencies:

- Academic
- B2+ English Language (Oral and writing)
- Studying a career related to IT (Computer Science, Networking, Security, etc)
- Certifications in (Nice to have)
- CISCO CCNA
- ITIL
- Microsoft 365 Fundamentals
- 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.

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