First-Line IT Service Desk Analyst

Auxis LLC; Bogotá; Vor Ort; COP 27.900.000 - 50.220.000; Vollzeit

Zusammenfassung

Auxis LLC seeks a Service Desk Analyst (L1) to be the first contact for users, delivering high-quality support across incidents and requests. You will log, troubleshoot, and resolve tier 1 issues, with escalation to Tier 2/3 when necessary, covering applications, hardware, networking, and desk-side services.

The role requires strong customer service, knowledge of ITIL processes, and bilingual English/Spanish communication. Will work on-site with clients and adhere to SLAs and security policies.

Qualifikationen

• ITIL and service desk best practices familiarity.
• Experience with Active Directory and Windows network printers.
• Proven ability to manage and close support tickets efficiently.

Aufgaben

• Log, categorize, prioritize, assign, document and close tickets per processes.
• Provide first-level technical support via phone, chat, or email.
• Guide users through effective troubleshooting and issue resolution.
• Escalate complex issues to Tier 2/3 as needed.
• Offer basic support for POS systems on applicable accounts.
• Maintain accurate case records in service management tools.
• Contribute to knowledge base updates and process improvements.
• Stay informed on product offerings, policies, and delivery methods.

Kenntnisse

ITIL knowledge

Active Directory

Windows with shared drives

Ticketing system

First-level support

POS systems

Bilingual English/Spanish

Ausbildung

High school diploma

Pursuing CS/IT degree

Tools

RDP

TeamViewer

AnyDesk

Jobbeschreibung

Auxis LLC seeks a Service Desk Analyst (L1) to be the first contact for users, delivering high-quality support across incidents and requests. You will log, troubleshoot, and resolve tier 1 issues, with escalation to Tier 2/3 when necessary, covering applications, hardware, networking, and desk-side services.

The role requires strong customer service, knowledge of ITIL processes, and bilingual English/Spanish communication. Will work on-site with clients and adhere to SLAs and security policies.