CSGI jobs - Help Desk Analyst I

Position Details

Department Summary

The CSG Infrastructure Support Center (ISC) is a multi-faceted Incident Management organization, which operates 24x7x365. The ISC is part of the organization that answers questions pertaining to the functionality of the company’s internal applications and/or services, and coordinates the resolution of issues that the users may encounter while using computer hardware or software.

This point of contact provides product information for licensed software, responds to requests on procedural matters, serves as first level support for server, workstation, communication and network outages, logs incoming calls, performs initial troubleshooting, and holds responsibility for problem determination. The ISC also has responsibility for problem escalation and for communication to the user within CSG organization regarding status of issues.

Position Summary

The Infrastructure Support Center (ISC) Help Desk Analyst I will facilitate resolution of user inquiries or issues by performing incident management, to include:

• Recording, classification and initial support, investigation and diagnosis, resolution and closure, while maintaining ownership throughout.
• Issue isolation and recording includes the gathering of appropriate problem description, user information, determining the component of the application or services affected, determining severity level, determining business impacts to the user, correct classification and entering this information into the CSG defect tracking system.
• Resolution includes performing the functions to fix the issues by diagnosing and investigating to answer the questions or escalating within the ISC.
• Maintaining ownership includes providing timely feedback to the user until the user’s needs are satisfied or until issue ownership is transferred.
  

Key Areas of Responsibility

• Serves as the first point of contact for Incident Management on behalf of our internal users.
• Fields requests or issues via different contact methods; incoming calls, email or e-support.
• Attempts to troubleshoot/research basic ticket types.
• Provide and maintain high level of customer service for all internal users.
• Handle all contacts in a professional, courteous manner.
• Documents requests or issues in our defect tracking system.
• Resolve requests and low priority issues on the same call (i.e. questions of a general nature, etc.).
• Escalates issues that are beyond their scope to ISC Analyst II or III.
• Learn internal operating systems and software products.
• Perform basic configuration and maintenance.
• Utilize good time management skills.
  

Education

• High School Diploma or GED required
• Bachelors degree preferred
  

Schedule

Rotating Shifts

3am-12pm M-F

11am-8pm M-F

7pm-4am M-F