Senior Service Desk Analyst: ITIL 1st Line Support

Auxis; Bogotá; Vor Ort; COP 28.000.000 - 40.000.000; Vollzeit

Zusammenfassung

Auxis is seeking a Service Desk Analyst (L1) in Bogotá to serve as the first point of contact for IT-related inquiries. You will handle incident and request queues, perform basic troubleshooting, and escalate complex issues to Tier 2/3.

You will document all interactions in the ticketing system, maintain knowledge base articles, and ensure SLAs are met while providing strong customer service in English and Spanish.

Qualifikationen

• 1 year of technical support experience with ITIL knowledge.
• Knowledge of Active Directory, network-shared printers, and Windows with shared drives.
• Proven experience in managing tickets and delivering excellent customer support.

Aufgaben

• Manage and organize Incident and Request Queue for Auxis clients.
• Provide first-level technical support via phone, chat, or email.
• Communicate resolutions clearly and follow up for customer satisfaction.

Kenntnisse

ITIL

Active Directory

Windows shared drives

Ticketing systems

Customer support

Troubleshooting

Networking basics

Remote access tools

Cybersecurity basics

Bilingual English/Spanish

Ausbildung

High school degree

Pursuing CS/IT degree

Tools

RDP

TeamViewer

AnyDesk

POS systems

Jobbeschreibung

Auxis is seeking a Service Desk Analyst (L1) in Bogotá to serve as the first point of contact for IT-related inquiries. You will handle incident and request queues, perform basic troubleshooting, and escalate complex issues to Tier 2/3.

You will document all interactions in the ticketing system, maintain knowledge base articles, and ensure SLAs are met while providing strong customer service in English and Spanish.