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 English – Spanish Language (Oral and writing 85 % or higher), (B2+ or above). 1-2 years of Technical support Experience Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library). Active Directory, Exchange, Office 365, VPN, network-shared printers and drives experiences. The resource will adjust its schedule based on the account needs. High School diploma. Must possess excellent communication skills and involvement. Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred. Good presentation and a polite, tactful and friendly character. Nice to have Technical Proficiencies:Cisco CCNA Modules.Microsoft MTA.