Service Desk Analyst Job at CSG

CSG is hiring for the role of Service Desk Analyst!

Responsibilities of the Candidate:

• Report to the Service Desk Manager, handling initial calls from internal customer inquiries or incidents
• Responsible for answering questions, creating initial tickets, and performing 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, identifying incident resolution, and capturing and recording initial triage information

Requirements:

• Associate's or bachelor's degree, or equivalent experience
• 2 years of experience 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 phones and smart devices
• Experience in troubleshooting common desktop applications (MS Office, Email, Teams, etc..)
• Open to work in shifts as per the business requirement