Trilingual Service Desk Analyst L1

Job Summary

The Trilingual Service Desk Analyst (L1) (English, Spanish, and Portuguese) serves as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service across multiple language groups.

In this role, the analyst initially focuses on a single account, gradually building expertise before supporting multiple accounts. Responsibilities include promptly addressing incoming calls, chats, and tasks in English, Spanish, and Portuguese, documenting all details within our ticketing system, and utilizing a knowledge base tool, together with their technical knowledge, to resolve Tier 1 requests.

When necessary, the Service Desk Analyst escalates unresolved issues to our dedicated Tier 2 and Tier 3 support teams. The role supports applications, hardware, network, and telecommunications systems, while also providing essential desktop support services.

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. 
• Perform other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or designated personnel. 

Additional responsibilities include: 

• 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. 
• Adhere to the working hours at the client sites or as determined by the Auxis Workforce. 

Skills and Experience

Experience

• Familiarity with Active Directory, network-shared printers, Windows environments, and shared drives.
• Experience providing customer or technical support in English, Spanish, and Portuguese environments.

Education

• High school diploma required.
• Currently pursuing a degree in Computer Science, Engineering, Information Technology, or equivalent work experience. (Nice to Have)

Personal Competencies

• Results-Driven: Delivers high-quality work, makes timely decisions, and achieves established goals.
• Ethical: Demonstrates integrity and follows organizational policies and standards.
• Innovative: Proposes creative solutions and continuous improvements.
• Collaborative: Works effectively with cross-functional teams.
• Data-Driven: Makes informed decisions based on available information and analysis.
• Adaptable: Adjusts quickly to changing priorities and environments.
• Analytical: Identifies key issues, evaluates options, and prioritizes tasks effectively.
• Continuous Learner: Actively develops new skills and knowledge.
• Effective Communicator: Communicates clearly and professionally with diverse audiences.

Language Skills

• Fluency in English, Spanish, and Portuguese (oral and written) is required.
• Minimum proficiency levels:
  • English: B2+
  • Spanish: B2+
  • Portuguese: B2+
• Ability to provide technical support and customer service across all three languages in a professional environment.

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About Auxis