The Retail Analyst Level I is the first point of contact for the users who call our IT Service Desk. The Retail Analyst Level I answers incoming calls, tracks all information in a call tracking system, Troubleshoots basic End User issues on various software applications, hardware, POS systems and provide basic desktop support. The Retail Analyst Level I escalates unresolved problem/issues/requests to the proper Tier 2 and Tier 3 support teams. Responsibilities This position focuses on Incident, Request, Problem, and Knowledge Management for Auxis clients. Key responsibilities include handling and assigning tickets, providing first-level support, escalating unresolved issues, ensuring high-quality customer service, and properly documenting all cases. The role also involves recommending process improvements, staying up to date on relevant products and support policies, and adhering to Auxis operational and security procedures. It requires the use of service management and monitoring tools, as well as participation in operational and project-related meetings as needed. Experience: No prior experience required, but at least 1 year of experience in technical support is preferred. Familiarity or training in IT best practices or frameworks such as ITIL (Information Technology Infrastructure Library) is a plus. High English Level Required #J-18808-Ljbffr