Sr Service Desk Analyst (Night Shift) (Barranquilla)

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.