About the Role
Job Summary
The Service Desk Analyst serves as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service.
Responsibilities
- Provide first-level technical support via phone, chat, and email
- Log, track, and resolve tickets in the Service Desk system
- Troubleshoot basic issues related to software, hardware, and connectivity
- Escalate complex incidents to L2/L3 teams following procedures
- Communicate clearly with users and ensure a great support experience
- Document solutions and update knowledge base articles
Skills And Experience
- Technical degree, internship, or entry-level experience in IT support
- Basic knowledge of Windows, Microsoft 365, Active Directory, and hardware
- Basic networking concepts (Wi‑Fi, VPN, DNS, DHCP)
- Familiarity with remote support tools (RDP, TeamViewer, A...
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