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Service Desk Analyst I

EXTRA HOLIDAYS

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

India

Offer summary

Qualifications:

Associate's or bachelor's degree or equivalent experience, 2 years of experience with Microsoft products, Basic understanding of computer networking and troubleshooting, Experience with CRM ticketing systems, Familiarity with mobile phone troubleshooting.

Key responsabilities:

Handle initial customer inquiries and create tickets
Provide incident resolution and communicate status updates
Gather and record incident details in the tracking system
Escalate unresolved customer incidents as needed
Assist internal teams in troubleshooting incidents

CSG Computer Software / SaaS XLarge https://www.csgi.com/

5001 - 10000 Employees

See more CSG offers

Job description

Your missions

Hi, I'm Veena, your Recruiter. At CSG, we choose to see beyond a resume paper. We put your story, perspective, background, and what you have to offer first. While the traditional approach works for some, many miss out on fantastic talent like yourself, and we refuse to make that mistake. Instead, we believe that by channeling the power of all, we make ordinary customer and employee experiences extraordinary.

Channel the power of YOU as the next Service Desk Analyst at CSG.

Who will love this job

A hybrid – you excel when you can choose your work style - remote, in-office, or a combination of both
An analyzer – you enjoy making sense of data, finding resolutions to make meaningful recommendations
A thinker – you take advantage of resources and implement ideas in new ways to find solutions
An empath – you know how to connect and communicate with different audiences worldwide
A collaborator – you love to work on projects that have functional workflows

What you'll do

Report to the Service Desk Manager, handling initial calls from internal customer inquiries or incidents.
Responsible for answering questions, create initial tickets and perform incident resolution
Maintain contact with the customer on created Incidents, communicating status and resolution updates.
Gather and record incident details in the tracking system, including but not limited to descriptions, customer information, affected components, business impacts, workflows, and severity levels
Escalate customer incidents when unable to resolve within the service desk
Assist Internal Teams and resources in troubleshooting and identifying incident resolution, capturing and record initial triage information.

You should have

Associate's or bachelor's degree, or equivalent experience.
2 years of experience in working with Microsoft products including but not limited to Windows OS (10,11), Azure MFA etc..
Basic understanding of computer networking and browser troubleshooting.
Experience working with CRM ticketing systems.
Experience troubleshooting mobile phone and smart devices
Experience in troubleshooting common desktop applications (MS Office, Email, Teams etc..)
Open to work in shifts as per the business requirement

Perks & Benefits

Work from Home, in-office, or hybrid
Paid Vacation, Volunteer, Compassionate, and Holiday Time Off
Insurance coverage for the family including in-laws, group personal accident and term life insurance policy
Employee Insurance Top-Up
Tele consultation
Sodexo
Emotional and Mental Well-being Support
Parental Leave
Education and Internet reimbursement

Our Story

For over 40 years, we've serviced the world's most recognizable brands with future-ready solutions in customer engagement, revenue management, and payments that make ordinary customer experiences extraordinary. As a trusted technology provider in telecommunications, retail, financial services, and healthcare, our solutions impact over 900 customers in over 120 countries. Over 5,000 customer-obsessed CSGers in more than 20 countries made it possible and helped reach our $1 billion in revenue milestone.

Our Way of Life

Our people power a culture of integrity, innovation, and impact. In return, we power our people with the choice to work from home, in-office, or a hybrid work combination that integrates well with their lifestyle. You'll find CSGers exercising this choice at most of our locations worldwide.

We are committed to building and nurturing a diverse, supportive, and inclusive work environment where individuality is valued, and our people can flourish. We believe our workforce should reflect the world we live in and that we are stronger because of our differences. By embracing different backgrounds, attributes, experiences, and perspectives, we will help our employees, customers, and communities excel while, together, we work toward making social equality a reality.

We are committed to making a bigger community impact by creating new opportunities and access for underrepresented communities, protecting the environment, and developing technology solutions that foster digital inclusivity. That's just who we are. If not us, then who?

Follow us! LinkedIn | Facebook | Twitter

#LI-Remote

Location(s):

IN.Bangalore.Office