CSG Looking for Service Desk Analyst at Remote

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

Who will love this job

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

What you’ll do

1. You will report to the Manager Service Desk to contribute toward facilitating the initial call from internal customer inquiries or incidents.
2. You will be responsible for answering questions, creating initial tickets, and may perform incident resolution.
3. You will maintain contact with the customer on incidents retained by the analyst, communicating status and resolution to ensure customer satisfaction.
4. You will gather incident details and record those details in the tracking system – including incident description and customer information, component of the product or services affected, business impacts, workflow, and subsequent severity level.
5. You will escalate customer incidents when unable to resolve within the service desk.
6. You will assist internal teams and resources to troubleshoot and identify incident resolution, capture and record initial triage information required by teams to research.

You should have

1. Associate's bachelor's degree or equivalent experience.
2. 2 years of experience in working with Microsoft products including Windows 7, 8, and 10, Office, and Outlook.
3. Basic understanding of computer PC networking, standard browser troubleshooting.
4. Experience working in a CRM ticketing system.
5. Experience troubleshooting mobile phone and smart device issues.
6. Experience in troubleshooting common desktop applications (e.g., MS Office, Email, etc.).

Perks & Benefits

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