Help Desk Associate Specialist

Overview

The ResultsCX Help Desk Associate Specialists will be supporting the MS Windows infrastructure of ResultsCX extending to a Global Support scale (All ResultsCX offices and work from home employees). Help Desk Associate Specialists are expected to provide 1st level technical assistance and support to internal ResultsCX customers, based on the Help Desk operating procedures and the Helpdesk runbook. They will be supporting a multi/omni-channel platform and provide services through ResultsCX ITSM, email, chat, and calls.

Responsibilities

• Log, attend, and monitor incidents and service requests reported via phone, voicemail, email, or chat and resolve them within the agreed SLA.
• Escalate incidents and service requests that are within Helpdesk scope that cannot be resolved within their level – escalate to Helpdesk Specialist.
• Escalate incidents/service requests and/or alerts to internal departments (NOC, Telecoms Engineering, Syst...