- Barranquilla, Colombia
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.
Responsibilities
- 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.
Requirements
- High school degree
- Nice to have: Pursuing a degree in Computer Science, Engineering, IT or equivalent working experience