Service Desk Analyst (Level 1)

About the role

The Service Desk Analyst (L1) is the first point of contact for users reaching out to the IT Service Desk. You will deliver high‑quality customer service, handle incidents and requests, and ensure timely resolution or escalation to higher support tiers.

Key responsibilities

• Manage the incident and request queue for Auxis clients, logging, categorising, prioritising and closing tickets according to established processes.
• Provide first‑level technical support via phone, chat or email, guiding users through troubleshooting steps.
• Escalate complex or unresolved issues to Tier 2/3 teams following defined escalation procedures.
• Maintain accurate case records in the service management tools and update knowledge‑base articles.
• Identify opportunities for process or documentation improvements and communicate them to the team.

Required profile

• At least 1 year of technical support experience with familiarity of ITIL best practices.
• High‑school diploma; pursuing or holding a degree in Computer Science, Engineering, IT or equivalent experience is a plus.
• Strong communication skills in English and Spanish (minimum B2 level).
• Personal competencies such as results‑driven attitude, ethical conduct, collaboration and adaptability.

Required skills

• Active Directory, Windows operating systems, shared drives and network‑shared printers.
• Basic networking knowledge: DNS, DHCP, VPN, Wi‑Fi and connectivity troubleshooting.
• Remote desktop tools (RDP, TeamViewer, AnyDesk) and ticketing/knowledge‑base systems.
• Hardware diagnostics for laptops, peripherals and mobile devices.
• Fundamental cybersecurity awareness (credential handling, phishing prevention, endpoint protection).