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:
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.
- 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 records within the service management tools,
ensuring full accountability for ticket logging, documentation, and closure.
- Exceed customer expectations by delivering professional, timely, and high-quality customer service while adhering to defined service level agreements (SLAs).
- Identify, recommend, and communicate opportunities for process, procedure, or documentation improvements based on operational experience.
- Update existing Knowledge Base articles or create new documentation as required to ensure accuracy and alignment with Service Desk procedures.
- Acquire and maintain knowledge of relevant product offerings, current support policies, and service delivery methods to provide technically accurate solutions to users.
- Comply with Auxis operational processes, security policies, and compliance requirements at all times.
- Attend all required operational and project-related (ad-hoc) meetings as scheduled.
- Adhere to assigned working hours alig
📌 Service Desk Analyst (Bogotá)
🏢 Auxis
📍 Bogotá