Cisco Helpdesk-Service Desk Associate in Austin, TX, US at TTEC

Date Posted: 6/19/2018

Job Snapshot

Job Description

ttec is seeking a Helpdesk/ Service Desk Analyst to join our Technology Services team. This role is located in beautiful Austin, TX.
Why choose ttec 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 a Service Desk Analyst you will work with our Public Sector Support Center handling State/Federal clients providing support for Cisco Contact Center solutions.
  • Position responsibilities include :

    • Support of call center environments
    • Call routing/scripting, VoIP
    • Routing and Switching
    • Client connectivity / remote access tools

o   Desktop and server application support
o   Ability to travel to customer sites as required
o   Ability to work well within a team environment
    • Assessment of monitoring systems output
    • Basic management of Incidents and Changes (MAC)


•        Required skill set :
    • Microsoft operating system and products
    • Technical level service desk experience

o   Interest in Cisco Voice and Data technology as a career
    • Cisco router/switch experience
    • ITIL knowledge
    • Ability to follow documented procedures
    • Strong written and spoken language skills
    • Ability to handle stressful situations in a professional manner

o   Customer service including client interaction
o   Ability to work any shift including nights and weekends
o   Proficient with word processing and spreadsheets

•        Preferred skill set :
o   Cisco VoIP experience (Call Manager, Unity, Cisco Contact Center, etc)
o   SQL and Visio experience
o   Basic Linux/Unix commands and file structures
    • CCNA certification
    • Service Now ticketing system experience

Who We Are :
ttec 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
Notice to external Recruiters and Recruitment Agencies : TTEC (formerly TeleTech) does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC (formerly TeleTech), and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC (formerly TeleTech).
Employment Requirements : TTEC (formerly TeleTech) requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC (formerly TeleTech) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.