Service Desk Analyst L1

Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are properly logged, categorized, prioritized, assigned, documented, and closed in accordance with Incident, Request, Problem, and Knowledge Management processes. Serve as the initial point of contact for customers, providing first-level technical support and guiding users through effective troubleshooting processes via phone, chat, or email. Provide clear communication regarding issue resolution and perform follow-ups to ensure customer satisfaction and case closure. Escalate unresolved or complex inquiries to the next level of support following established escalation procedures. Maintain accurate and detailed case records within the service management tools, ensuring full accountability for ticket logging, documentation, and closure. Exceed customer expectations by delivering professional, timely, and high-quality customer service while adhering to defined service level agreements (SLAs). Identify, recommend, and communicate opportunities for process, procedure, or documentation improvements based on operational experience. Update existing Knowledge Base articles or create new documentation as required to ensure accuracy and alignment with Service Desk procedures. Acquire and maintain knowledge of relevant product offerings, current support policies, and service delivery methods to provide technically accurate solutions to users. Comply with Auxis operational processes, security policies, and compliance requirements at all times. Use Auxis service management tools for Incident, Request, Problem, Change, and Configuration Management, as well as monitoring and management tools for supported devices and infrastructure applications. Adhere to assigned working hours aligned with client site business needs or as determined by the Auxis Workforce. Perform other related duties and responsibilities as directed by the Auxis Service Support Team Lead or designated personnel.