EMPREGO

Service Desk Level 1 (Graveyard)

Auxis-Heredia, Costa Rica

Job Summary:
The Service Desk Analyst L1 is the first point of contact for the users who call our IT Service Desk while providing the highest level of customer service. In a senior position, the analyst is expected to work according to his expertise with different accounts, demonstrating all his knowledge.

Responsibilities:

  • Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate.
  • Provide first-level contact and convey resolutions to customer issues.
  • Properly escalate unresolved queries to the next level of support
  • Walk customers through a problem-solving process.
  • Follow up with customers.
  • Utilize excellent customer service skills and exceed customers’ expectations.
  • Ensure proper case recording, documentation, and closure.
  • Recommend procedure modifications or improvements.
  • Update or create Knowledge Base Articles to ensure procedures for the service desk are correct.
  • 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
  • Attend all operational and project (ad-hoc) related scheduled meetings as required.
  • Your working hours will be following the normal business hours at the client sites that you are servicing, or on a specific schedule to be determined by the Auxis Workforce.

Skills and Experience:

  • B2+ English Language (Oral and writing)
  • Studying a career related to IT (Computer Science, Networking, Security, etc)
  • Intermediate/Advanced Excel and reporting skills (Highly desired)
  • Certifications in (Nice to have)
  • CISCO CCNA
  • ITIL
  • Microsoft MTA
  • COMPTIA A+

Experience

  • 2-4 years of technical support Experience Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library)
  • Proven Experience handling tickets and customers
  • Advance knowledge and experience with Active Directory, network-shared printers, and drives experiences.

Work Schedule

**11:00pm - 6:00am Wed-Sun