Cisco Helpdesk / Service Desk Analyst -- Austin, Texas (01T1F)

Austin, Texas, United States US

TeleTech is seeking a Helpdesk/ Service Desk Analyst to join our Technology Services team. This role is located in beautiful Austin, TX.

Why choose TeleTech to enhance and broaden your career?  We are just as passionate about providing ideal solutions to solving our client’s business problems by driving customer experience outcomes with our enhanced technical capabilities, as you are.  Whether you’re the Engineer, Architect, Account Manager, Practice Leader or Sales Executive we need your talent to help us in our exciting journey to success! 

What you’ll be doing: 

As part of our Managed Services Support Engineering team, you will work with our enterprise level clients providing support services in Cisco UC and CC solutions.  

What you’ll bring to us:

     Work with our enterprise level clients providing troubleshooting of primarily Cisco UCCE   solutions involving the Unified Contact Center Enterprise product suite

     Will leverage your knowledge and experience with problem resolution of LAN/WAN troubleshooting, Windows 2000/2003 server administration and support

     Client connectivity / remote access tools

     Desktop server application support

     Call center (ACD / CTI / IVR) support


What skills you’ll need:

  • 1-2 years of 1st level support or service desk experience supporting a telecom/ACD/contact center solutions environment
  • Technology related college degree or 1-2 years of related work experience

·        Client connectivity / remote access tools and Basic Move, Add, Change experience

·        Background in Microsoft technologies

·        Experience supporting a call center (ACD / CTI / IVR)

·        Ability to work 5 x 8 hour shifts which may include nights and one weekend day

·        Client support/ customer service experience

Who We Are:

TeleTech is a pioneer in customer experience, engagement and growth solutions. Our 40,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.   We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.

Our Customer Technology Services segment drives customer experience outcomes to small, medium and enterprise clients by providing best in class Cloud and Premise Contact Center and Unified Communications Solutions, and CRM, Multi-channel, Omni-channel and WFO Services. 

What We Offer:

·        Variable incentive bonus plan, 401K company match, tuition reimbursement

·        Global career mobility, employee recognition programs, professional development

·        State of the art technology which allows for seamless global connectivity

·        Rich wellness program and health incentives


Lead Everyday w Do the Right Thing w Reach for Amazing w  Seek First to Understand w Act as One w Live life Passionately

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