Job Overview

About CSG

CSG is a global leader in customer experience solutions, empowering businesses across telecommunications, media, and other industries to transform their operations. With a commitment to innovation and customer success, CSG provides a comprehensive suite of cloud-based software and services that drive efficiency and revenue growth. They are recognized for their expertise in managing complex customer journeys and delivering exceptional service.

Service Desk Analyst I – Job Description

CSG is seeking a motivated Service Desk Analyst I to join their dynamic team in India. This full-time, remote position involves providing essential technical support and ensuring smooth IT operations for users. As a Service Desk Analyst I, you will be the first point of contact for technical inquiries, playing a crucial role in incident resolution and customer satisfaction within CSG. This role offers an excellent opportunity to grow your IT support career in a supportive environment.

Key Responsibilities

• Respond to user inquiries and create accurate initial support tickets.
• Perform effective incident resolution for reported technical issues.
• Maintain proactive customer contact throughout the incident lifecycle.
• Gather detailed incident information and meticulously record it in the tracking system.
• Escalate customer incidents to higher-level support when resolution is not immediately achievable.
• Assist internal teams with technical troubleshooting and problem-solving.
• Capture and precisely record initial triage information for all incoming requests.
• Provide first-level support for hardware, software, and network-related issues.
• Document troubleshooting steps and resolutions for knowledge base creation.

Required Qualifications

• Associate’s degree or equivalent practical experience.
• 1-2 years of hands-on experience with Microsoft products (Windows 10/11, Office Suite, Outlook).
• Basic understanding of computer PC networking principles.
• Proficiency in standard browser troubleshooting techniques.
• Experience utilizing a CRM ticketing system for incident management.
• Demonstrated experience troubleshooting issues with mobile phones and smart devices.
• Strong analytical and problem-solving abilities.

Required Skills

Frequently Asked Questions – Service Desk Analyst I at CSG

How to Apply for Service Desk Analyst I at CSG

1. Read through all job details and requirements on this page.
2. Click the Apply Now button below to go to the official application page.
3. Fill out the application form with accurate and complete information.
4. Attach an updated resume highlighting skills like Technical Support, Incident Management, Customer Service, Ticketing Systems.
5. Double-check your details before submitting.

Other Information

CSG provides accommodation for persons with disabilities and offers flexible work arrangements including work from home, in-office, or hybrid options.

Helpful Career Resources