Jr. Service Desk Analyst
at C3/CustomerContactChannels

Date Posted: 9/5/2019

Job Description

Company Overview C3 is a global provider of contact center services for corporations who view customer care as a strong component of their growth and brand development strategies.  C3 builds solid partnerships with its clients based on mutually determined business objectives.  Our service offerings include; contact center services, web services, data analysis, back office solutions and consulting services.  Although C3 is a global organization, the company prides itself on delivering boutique level client service aboard a foundation of operationally and technologically sound practices on par with any of the other leading providers in the industry.  Consistency across our centers, regardless of geography, is at the core of our operating philosophy.



Service Desk Analyst

Position Purpose: The Service Desk Analyst will be the first point of contact via phone, email, and chat to provide first level of support through assistance or rapid restoration of normal services to the C3/CustomerContactChannels Enterprise users. Handling the resulting Incidents or Service Requests, using the Incident Management and Request Fulfillment processes, in line with Service Desk objectives.

Reports To: Global Service Desk Manager

Responsibilities: Under General Supervision, and in accordance with all applicable federal, state and local laws/regulations and C3 policies, procedures and guidelines, this position has the following responsibilities:

  • Troubleshoots desktop hardware, software, Windows-based applications, and telephony issues via remote access, phone, and email support for users in multiple call centers.
  • Create a positive user support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
  • Responsible for following the Incident Management Process within C3 such as:
  • Logs and tracks incidents and requests from identification through resolution.
  • Addresses and resolves incidents and requests; performs initial assessment, triage, research, and resolution.
  • Restores normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring the best possible levels of service.
  • Responsible for collecting information through a user conversation, accessing support tools, and collaborating with global support staff.
  • Clear and concise documentation of incidents, troubleshooting steps, and comments into an Incident Management System.
  • Follows up with other global support staff involved in resolution to ensure incidents are resolved and the customer communication is complete.
  • Documents resolutions and updates self-help and knowledge bases.
  • Responsible for following the Security Management Process within C3 such as:
  • Password Resets NT Login Creation User access modification
  • Grows general knowledge of current corporate, department, client-based, and facility-specific products, increasing ability to resolve requests on first contact.
  • Become aware of fixes to known issues for quick resolution. Update and maintain troubleshooting guides.
  • Maintain current technical expertise in the rapidly changing technology and utilize state-of-the-art techniques when implementing or recommending solutions.
  • Monitors the Network stability through devices and performs initial steps as part of investigating a possible service impacting incident.
  • Perform other duties as assigned.

Minimum Qualifications:

  • Candidate must possess a Bachelor's/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, or equivalent.
  • Minimum1 year experience in a professional Service Center environment providing IT support over the phone and via e-mail.
  • Experience using current or recent Windows desktop platforms and current or recent MS Office suite.
  • Experience supporting LAN’s, PC Hardware configuration, PC operating systems, and desktop software.
  • Experience with Service Desk ticketing systems (Service Center Manager, Remedy, Service-Now, etc.).
  • Basic knowledge of network infrastructure devices and protocols; enterprise computer hardware/software and information systems. This includes basic networking concepts including TCP/IP, Subnetting, Routing, DHCP, and DNS.
  • Support level knowledge of operating systems, applications, and associated hardware on such platforms as MS Windows desktop OS and MS Office Suite.
  • Self-motivated and professional with excellent verbal and written communication skills. Customer-focused. Articulate and methodical.
  • Ability to handle multiple tasks simultaneously and having a keen ability to make quick and accurate decisions.
  • Ability to analyze challenging technical issues and develop new solutions in a timely and accurate manner.
  • Good analytical and troubleshooting skills. Ability to think logically and be able to make correct decisions relative to fixing operational problems.
  • Willing to work on shifting schedules, holidays, and weekends.
  • Strong understanding of ITIL
  • Work experience in an environment that follows ITIL Best Practices.
  • Incident Management experience- Managing incidents including business expectations and communication

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.  Become a FAN today, and be on your way to a rewarding career!

Job Snapshot

About Us

C3/CustomerContactChannels is a trusted partner in outsourced customer management solutions. With three decades’ experience, we’re a category leader – one who employs time-tested methodologies and broad industry insights to seamlessly manage customer contacts and interactions. Our singular focus: To build brand value with every call we answer, every email we respond to, and every web visitor that we support.

Are you ready to work with a company that truly appreciates your talents? At C3 we believe in creating a culture that offers more than just a job – we are committed to inspiring success and promoting performance in an environment that fosters creativity, leadership, and innovation in each and every valued member of our team. C3 Benefits Include:

  • Family & Individual Medical Plans, Dental, Vision
  • Prescription Drug Coverage
  • Life Insurance & ADD
  • 401k
  • Flexible Spending Account
  • Short/Long Term Disability
  • Legal Plan
  • Employee Assistance Program (EAP)
  • Holidays, Paid Vacation & Sick Time
  • Paid Training
  • Tuition Reimbursement
  • Local/National Employee Discounts
  • Exciting Growth Opportunities!

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you. Join the C3 Connect Talent Network today and be on your way to a rewarding, new career!

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