Service Desk Analyst is a key role that requires strong communication and technical skills to provide exceptional customer service. The ideal candidate will have 2-4 years of experience in technical support with a strong understanding of best practices and IT frameworks. Proficiency in Active Directory, network-shared printers, and Windows with shared drives experience is also required. Responsibilities: - Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are assigned correctly. - Serve as the initial point of contact for customers and provide solutions to their issues. - Escalate unresolved queries to the next level of support as needed. - Guide customers through troubleshooting process effectively - Follow up with customers to ensure high-level satisfaction and issue resolution. - Exceed customer expectations by delivering exceptional customer service. - Maintain detailed case records, documentation, and ensure cases are closed efficiently. - Identify and recommend procedure modifications or improvements. - Update or create Knowledge Base Articles to ensure accuracy in Service Desk procedure. - Stay updated on relevant product offerings, current support policies, and methods of support delivery to provide technically accurate solutions to users. Skills and Qualifications: - Technical support experience with a strong understanding of best practices and IT frameworks, such as ITIL (Information Technology Infrastructure Library). - Proficiency with Active Directory, network-shared printers, and Windows with shared drives experience. - Proven experience in efficiently managing tickets and providing exceptional customer support. Benefits: - Comply and adhere to Auxis operational processes and security policies. - Use Auxis Service management tools for Incident, Problem, Change, and Configuration management. - Use Auxis monitoring and management tools for the devices and infrastructure applications. - Attend all operational and project (ad-hoc) related scheduled meetings as required . Requirements: - A high school degree is a prerequisite for this position. - Pursuing a degree in Computer Science, Engineering, IT or equivalent working experience. - Proficiency in English and Spanish (Oral and writing at 85% or higher), with a minimum of B2 + level proficiency in both languages being a requirement. Certifications (Nice to Have): - CISCO CCNA - ITIL - Microsoft 365 Fundamentals - Comptia A+ Job Function: - Information Technology - Outsourcing/Offshoring