Senior Service Desk Analyst (L1) - IT Support

Auxis LLC; Perímetro Urbano Barranquilla; Presencial; COP 18.000.000 - 30.000.000; Jornada completa

Descripción de la vacante

Auxis LLC is seeking a Service Desk Analyst (L1) to be the initial point of contact for IT support. You will handle calls, chats, and tickets, applying ITIL principles and documenting all actions.

Escalation to Tier 2/3 occurs for complex issues, while you provide basic desktop and network support and maintain records. The role covers applications, hardware, networking, and telecom systems, with a focus on delivering timely, professional service and adhering to SLAs.

Formación

• 1+ year of technical support experience in IT.
• Familiarity with ITIL practices and incident management.
• Experience with Active Directory, printers, and shared drives.

Responsabilidades

• Manage incident and request queues, logging, prioritizing, and closing tickets following ITIL processes.
• Provide first-level technical support via phone, chat, or email with clear troubleshooting steps.
• Communicate resolutions and follow up to ensure customer satisfaction and case closure.
• Escalate unresolved or complex issues to Tier 2/3 per procedures.
• Provide basic support for tools and systems, including POS when applicable.
• Maintain accurate case records and update knowledge base as needed.

Conocimientos

ITIL

Active Directory

Printers

Windows OS

Ticketing system

Networking basics

Remote tools

Cybersecurity basics

Bilingual EN/ES

Educación

High school diploma

Pursuing IT degree

Herramientas

RDP

TeamViewer

AnyDesk

Microsoft 365

Descripción del empleo

Auxis LLC is seeking a Service Desk Analyst (L1) to be the initial point of contact for IT support. You will handle calls, chats, and tickets, applying ITIL principles and documenting all actions.

Escalation to Tier 2/3 occurs for complex issues, while you provide basic desktop and network support and maintain records. The role covers applications, hardware, networking, and telecom systems, with a focus on delivering timely, professional service and adhering to SLAs.