Job Summary
The Trilingual Service Desk Analyst (L1) (English, Spanish, and Portuguese) serves as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service across multiple language groups.
In this role, the analyst initially focuses on a single account, gradually building expertise before supporting multiple accounts. Responsibilities include promptly addressing incoming calls, chats, and tasks in English, Spanish, and Portuguese, documenting all details within our ticketing system, and utilizing a knowledge base tool, together with their technical knowledge, to resolve Tier 1 requests.
When necessary, the Service Desk Analyst escalates unresolved issues to our dedicated Tier 2 and Tier 3 support teams. The role supports applications, hardware, network, and telecommunications systems, while also providing essential desktop support services.
Responsibilities
Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are assigned correctly.




Serve as the initial point of contact for customers and provide solutions to their issues.
Escalate unresolved queries to the next level of support as needed.
Guide customers through troubleshooting process effectively
Follow up with customers to ensure high-level satisfaction and issue resolution.
Exceed customer expectations by delivering exceptional customer service.
Maintain detailed case records, documentation, and ensure cases are closed efficiently.
Identify and recommend procedure modifications or improvements.
Update or create Knowledge Base Articles to ensure accuracy in Service Desk procedure.
Stay updated on relevant product offerings, current support policies, and methods of support delivery to provide technically accurate solutions to users.
Perform other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or designated personnel.
Additional responsibilities include:
Comply and adhere to Auxis op

📌 Trilingual Service Desk Analyst (Bogotá)
🏢 Auxis
📍 Bogotá