Job Overview
Location
India Remote
Job Type
Full-time
Category
Customer Support
Date Posted
May 15, 2026
Full Job Description
đź“‹ Description
- • Serve as a Service Desk Analyst I within the Modern Workplace team, providing first-line support for internal customer inquiries and incidents
- • Answer questions from internal users regarding IT systems, applications, and hardware, ensuring timely and accurate responses
- • Create and manage initial incident tickets in the designated tracking system, accurately documenting incident descriptions, customer information, affected components, business impacts, workflow steps, and severity levels
- • Resolve common IT incidents independently, including issues with desktop applications such as Microsoft Office, email clients, and other standard software
- • Troubleshoot and resolve issues related to Windows 10 and Windows 11 operating systems, including configuration, performance, and connectivity problems
- • Assist users with connectivity and networking issues on standard web browsers and internal corporate systems
- • Provide support for mobile phones and smart devices, diagnosing and resolving common hardware and software malfunctions
- • Escalate unresolved incidents to appropriate internal teams with clear, detailed triage information to enable efficient research and resolution
- • Maintain consistent communication with end users throughout the incident lifecycle, providing regular status updates and confirming resolution to ensure high customer satisfaction
- • Collaborate with internal technical teams to gather necessary information, validate troubleshooting steps, and ensure accurate documentation for future reference
- • Adhere to established service desk protocols and escalation procedures to maintain service level agreements and operational efficiency
- • Utilize CRM ticketing systems to log, track, prioritize, and close service requests with precision and attention to detail
- • Demonstrate commitment to CSG’s guiding principles of Impact, Integrity, and Inspiration by empowering colleagues and delivering exceptional support experiences
- • Work remotely, in-office, or in a hybrid arrangement as permitted by company policy and team needs
🎯 Requirements
- • Associate bachelor’s degree or equivalent experience
- • 1-2 years of experience working with Microsoft products including Windows 10, Windows 11, Office, and Outlook
- • Basic understanding of computer PC networking and standard browser troubleshooting
- • Experience using a CRM ticketing system for incident management
- • Experience troubleshooting mobile phone and smart device issues
- • Experience resolving common desktop application issues (e.g., MS Office, email)
🏖️ Benefits
- • Work from Home, in-office, or hybrid work options
- • Employee Belonging Groups
- • Healthcare coverage including Dental, Medical, and Vision
- • Paid Vacation, Volunteer, and Holiday Time Off
Skills & Technologies
About CSG Systems International, Inc.
CSG Systems International provides cloud-based revenue management, customer experience, and payment solutions for communications, media, and other service providers worldwide. Its platform handles billing, charging, mediation, analytics, and digital monetization across wireless, wireline, cable, satellite, and OTT services. The company supports complex partner settlements, content monetization, and customer lifecycle management, serving large enterprises and government clients. Operations span North America, Europe, and Asia-Pacific.
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