Job Description
Job Summary: The Service Desk Analyst L1 is the first point of contact for the users who call our IT Service Desk while providing the highest level of customer service. In a junior position, the analyst will develop skills working with a single account, until acquiring the required knowledge to work on more accounts.
Responsibilities
- Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate
- Provide first‑level contact and convey resolutions to customer issues
- Properly elevate unresolved queries to the next level of support
- Walk customers through a problem‑solving process
- Follow up with customers
- Utilize excellent customer service skills and exceed customers’ expectations
- Ensure proper case recording, documentation, and closure
- Recommend procedure modifications or improvements
- Update or create Knowledge Base Articles to ensure procedures for the ...