ResultsCX · 12 hours ago
Help Desk Associate Specialist
United States
Full-time
Remote
Entry Level
1+ years expResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. The Help Desk Associate Specialist will provide 1st level technical assistance and support to internal ResultsCX customers, managing incidents and service requests while ensuring effective communication and resolution within agreed SLAs.
Customer ServiceOutsourcingRetailService Industry
Responsibilities
Log, attend, and monitor incidents and service requests reported via phone, voicemail, email, or chat and resolve it 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, Systems Engineering, SOC, IT Security, etc.) that are beyond Helpdesk capacity to resolve as needed
Attend, log, monitor, and escalate server/system generated alerts by various network and server technology tools that require immediate response and/or troubleshooting
Provide support for password reset, unlock account and MFA set-up
Provide assistance related to Microsoft applications such as OneDrive, Office, Teams, and Outlook. (non-administration tasks)
Coordinate with RTA and gathers pertinent information related to the potential outage being reported by Ops
Create PagerDuty notification for outages and invites all stakeholders and resolvers to the Outage Collaboration bridge
Hand off outages to NOC for Severity 2 outages and to Helpdesk Sr. Specialist for Severity 1 outages
Monitor until closure for Client-owned outages
May be provided additional training modules and tasks not limited to your current function to provide you the technical exposure and learning capabilities needed for you to excel and handle Help Desk Specialists (L2) roles and responsibilities
Qualification
Required
Bachelor's degree in Computer Science, or related field, or equivalent education, training, and experience
1+ years customer support/help desk/service desk related experience
Basic knowledge and experience in a Network Operations Center (NOC) environment
Basic knowledge in technical troubleshooting
Background in Network Server Monitoring experience
Background of MS Windows Clients from Win XP to Win10
Basic understanding of network environments (Wired and Wireless)
Background monitoring experience such as OpenNMS, Whats Up Gold, or similar technology solution
Basic Working knowledge of TCP/IP, DNS, DHCP, FTP and HTTP
Preferred
Experience at ResultsCX or BPO industry
Experience with CSI, IEX, or call center related software
Company
ResultsCX
ResultsCX is a provider of customer experience management services.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$22.87MKey Investors
Riveria Investment Group
2022-09-14Private Equity· $22.87M
2021-10-04Acquired
2011-01-01Private Equity
Leadership Team
Rajesh Subramaniam
MD & CEO
Recent News
Business Wire
2025-10-31
Morningstar.com
2025-09-23
Company data provided by crunchbase