Job Summary
The SD Analyst Level I is the first point of contact for the users who call our IT Service Desk. The SD Analyst Level I answers incoming calls, tracks all information in a call tracking system, Troubleshoots basic End User issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support. The SD Analyst Level I escalates unresolved problem/issues/requests to the proper Tier 2 and Tier 3 support teams.
Responsibilities
• Incident/Request/Problem/Knowledge Management.
• Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate.
• Provide first-level contact, convey resolutions to customer issues and follow up.
• Properly escalate unresolved queries to the next level of support.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Ensure proper recording, documentation and closure.
• Recommended procedure modifications or improvements.
• Acquiring and maintaining 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.
• Use of Auxis monitoring and management tools for the devices and infrastructure applications.
• Attend all operational and project (ad-hoc) related scheduled meetings as required.
Skills and Experience
• Languages:
• English–Spanish proficiency (oral and written) at 85% or higher (B2+ or above).
• Portuguese proficiency (oral and written) at B2+ level or above.
• Experience: 1–2 years of experience in technical support.
• Frameworks: Knowledge or training in IT best practices
📌 Service Desk Analyst I (Bogotá)
🏢 Auxis
📍 Bogotá