Job Summary

Expectations for All Employees:

To support the organization’s mission, vision, and values by exhibiting the following characteristics: excellence and competence, collaboration, innovation, respect, commitment to our community, accountability and ownership.

High Level Position Summary:
The Service Desk Analyst (L1) serves as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service. In this senior role, the analyst will be expected to handle multiple accounts applying their expertise gained over time. Responsibilities include promptly addressing incoming calls, chats, and tasks, documenting all details within our ticketing system, and utilizing a knowledge base tool, in conjunction with their basic knowledge, to resolve tier 1 requests. When necessary, the Service Desk Analyst escalates unresolved issues to our dedicated tier 2 and 3 support teams. Their role involves applications, hardware, network, and telecommunications systems, as well as delivering essential desktop support services.

Responsibilities





Key Job Responsabilities:
- Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are properly logged, categorized, prioritized, assigned, documented, and closed in accordance with Incident, Request, Problem, and Knowledge Management processes.
- Serve as the initial point of contact for customers, providing first-level technical support and guiding users through effective troubleshooting processes via phone, chat, or email.
- Provide clear communication to customers regarding issue resolution and perform follow-ups to ensure customer satisfaction and case closure.
- Escalate unresolved or complex inquiries to the next level of support following established escalation procedures.
- Provide basic functional support for supported tools and systems, including Point of Sale (POS) systems when applicable to the account.
- Maintain accurate and detailed case rec

📌 Service Desk Analyst (Barranquilla)
🏢 Auxis- US
📍 Barranquilla