Postúlate en Kit Empleo: kitempleo.com.co/empleo/1az91f

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 first‑level contact and convey resolutions to customer issues
- Properly elevate 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
- Acquire and maintain 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

Skills and Experience

Requirements

- 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 the 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

Technical Competencies

- Academic
- B2+ English Language (Oral and writing)
- Degree from a Technical High School
- Experience: Professional Practice of 2 months in a business related
- Basic knowledge of Active Directory, network‑shared printers, and drives experiences

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Postúlate en Kit Empleo: kitempleo.com.co/empleo/1az91f

📌 Jr.service Desk Analyst (Barranquilla)
🏢 Auxis
📍 Barranquilla