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Service Desk Support Specialist

hace 2 meses

San Francisco, Heredia, Costa Rica Auxis A tiempo completo

**Job Summary:**



The Service Desk Analyst L1 at Auxis is the primary point of contact for users requiring IT support, providing exceptional customer service and resolving issues promptly.



Key Responsibilities:




  • Manage incident and request queues for Auxis clients, assigning tickets as needed
  • Provide first-level contact and deliver resolutions to customer issues
  • Elevate unresolved queries to the next level of support
  • Guide customers through problem-solving processes
  • Follow up with customers
  • Utilize excellent customer service skills to exceed customer expectations
  • Ensure proper case recording, documentation, and closure
  • Recommend process improvements and update or create knowledge base articles
  • Maintain knowledge of relevant product offerings, support policies, and delivery methods


Requirements:




  • B2+ English language proficiency
  • Knowledge of IT-related fields, such as computer science, networking, or security
  • Experience with Active Directory, network-shared printers, and drives
  • Proven track record handling tickets and customers


Personal Competencies:




  • Commitment to job quality and ability to work with a sense of urgency
  • Ethical behavior and adherence to company policies
  • Innovation and creativity in solving issues
  • Teamwork and collaboration
  • Decision-making and analytical thinking
  • Adaptability and flexibility
  • Quality and continuous improvement


Working at Auxis:



Auxis is committed to delivering exceptional service and supporting its clients’ needs. As a Service Desk Analyst, you will be part of a dynamic team that values innovation, teamwork, and customer satisfaction. If you are a motivated and customer-focused individual with a passion for IT support, we encourage you to apply for this exciting opportunity.