Trilingual Service Desk Analyst
Heredia, CR
hace 2 días

Job Summary

The Service Desk Agent is the first point of contact for the users who call our IT ServiceDesk. While providing the highest level of customer service, the Service Desk Agentanswers incoming calls, tracks all information in a call tracking system, uses aknowledge base tool along with their expertise to resolve tier 1 requests in a timelymanner.

The Service Desk Agent escalates unresolved problem / issues / requests to theproper tier 2 and 3 support team. Troubleshooting basic end user issues on varioussoftware applications, hardware, network and telecommunications systems and providebasic desktop support.


  • Provide first level contact and convey resolutions to customer issues
  • Properly escalate unresolved queries to the next level of support
  • Track, route and redirect problems to correct resources
  • Update customer data and produce activity reports
  • Walk customers through problem solving process
  • Follow up with customers.
  • Utilize excellent customer service skills and exceed customers’ expectations
  • Ensure proper recording, documentation and closure
  • Recommended procedure modifications or improvements
  • Preserve and grow your knowledge of help desk procedures, products and services
  • Working closely with and in support of the IT Service Desk Level 2, NOC and Engineering team members.
  • Coordinating user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity.
  • Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
  • Obtaining appropriate approval from Auxis Management on work products and deliverables prior to submission to a client.
  • Other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or his designate(s)
  • Additional responsibilities include : o Comply and adhere to Auxis operational processes and security policieso Use of Auxis Service management tools for Incident, Problem, Change and Configuration managemento Your working hours will be in accordance the Auxis Service Support Team Lead.
  • Skills and Experience

  • B2+ English Language (Oral and writing)
  • 90% Frencl Level
  • Schedule flexibility.
  • Knowledge / Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library).
  • Schedule flexibility.
  • 1-2 years of Technical support Experience Knowledge / Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library).
  • Active Directory, Exchange, Office 365, network-shared printers and drives experiences.
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