Senior IT Service Desk Analyst (L1)

Auxis LLC; Bogotá; Presencial; COP 40.000.000 - 60.000.000; Jornada completa

Descripción de la vacante

Auxis LLC is seeking a Service Desk Analyst (L1) to act as the initial contact for users and manage ticketing across incidents and requests. You will assist with desktop support, basic hardware and software troubleshooting, and basic POS systems when applicable, while ensuring SLA adherence.

The role requires strong communication in English and Spanish, a high school diploma (pursuing a degree is a nice-to-have), and familiarity with remote desktop tools.

Formación

• Senior-level IT support with strong ITIL knowledge and best practices.
• Experience with Active Directory, networked printers, and Windows with shared drives.
• Proven track record managing tickets and providing customer support.

Responsabilidades

• Manage Incident and Request Queue for Auxis clients with proper logging and closure.
• Provide first-level technical support via phone, chat, or email.
• Escalate unresolved issues per procedures to higher support levels.

Conocimientos

Active Directory

Windows with shared drives

Ticket management

Network basics

Remote access tools

Cybersecurity basics

ITIL

Educación

High school diploma

Pursuing degree in Computer Science/Engineering/IT

Herramientas

RDP

TeamViewer

AnyDesk

Descripción del empleo

Auxis LLC is seeking a Service Desk Analyst (L1) to act as the initial contact for users and manage ticketing across incidents and requests. You will assist with desktop support, basic hardware and software troubleshooting, and basic POS systems when applicable, while ensuring SLA adherence.

The role requires strong communication in English and Spanish, a high school diploma (pursuing a degree is a nice-to-have), and familiarity with remote desktop tools.