CSG Looking for Help Desk Analyst I at Bengaluru, Karnataka Full Time

CSG is a leader in innovative customer engagement, revenue management, and payments solutions that make ordinary customer experiences extraordinary.

As a flexible first organization, you can find our remote and on-site locations here.

Customer Service

Serves as the initial point of contact for internal customer inquiries or incidents. May enlist analyst II/III on certain call types to help troubleshoot and resolve incidents, which could include ownership transfer.

Answers questions on lower complexity, internally supported products; resolves requests and basic issues on initial call.

Maintains contact with the customer on incidents retained by the analyst, communicating status and resolution to ensure customer satisfaction

40%

Incident Management

Gathers incident details and records 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

Escalates customer incidents when unable to resolve within the service desk.

40%

Facilitate Troubleshooting

Assists internal teams and resources to troubleshoot and identify incident resolution

Capture and record initial triage information required by teams to research

Upon resolution, coordinates with customer to validate service restoration

20%

Incumbent is accountable for professional working behavior to include; building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and incident resolution while demonstrating CSG’s core competencies and values.

Ongoing

NOTE: The purpose of this job description is to describe the general nature and level of work performed and it is not intended to be all-inclusive. An employee may perform duties outside of their normal responsibilities as needed.