SD Analyst Level I

Job Summary

The SD Analyst Level I is the first point of contact for the users who call our IT Service Desk. The SD Analyst Level I answers incoming calls, tracks all information in a call tracking system, Troubleshoots basic End User issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support. The SD Analyst Level I escalates unresolved problem/issues/requests to the proper Tier 2 and Tier 3 support teams.

Responsibilities

• Incident/Request/Problem/Knowledge Management.
• Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate.
• Provide first-level contact, convey resolutions to customer issues and follow up.
• Properly escalate unresolved queries to the next level of support.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Ensure proper recording, documentation and closure.
• Recommended procedure modifications or improvements.
• Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users.
• Other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or his designate(s).
• Additional responsibilities include:
• Comply and adhere to Auxis operational processes and security policies.
• Use of Auxis Service management tools for Incident, Problem, Change and Configuration management.
• Use of Auxis monitoring and management tools for the devices and infrastructure applications.
• Attend all operational and project (ad-hoc) related scheduled meetings as required.

Skills and Experience

• English – Spanish Language (Oral and writing 85 % or higher), (B2 or above).
• 1-2 years of Technical support Experience Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library).
• VPN, network-shared printers and drives experiences.
• The resource will adjust its schedule based on the account needs.
• High School diploma.
• Must possess excellent communication skills and involvement.
• Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred.
• Good presentation and a polite, tactful and friendly character.
• Nice to have Technical Proficiencies:
  • Cisco CCNA Modules.
  • Microsoft MTA.