CTG Help Desk Support in Buffalo, New York

Title: Help Desk Support

Location: US-NY-Buffalo

Job Number: 18207596

Come join us and grow your career with CTG! CTG has worked with this international, Fortune 500 end-client for over 15 years! Apply with CTG for this exciting opportunity!

Title: Help Desk Support

Project Location: Buffalo NY

Work schedule: M-F, 8 hours per day, flexible start and end time between the hours of 5am-5pm, 9am-8pm, 1pm-midnight, 10pm-8am

Contract: Long Term Ongoing


Provide customer support to client via all incoming support channels – Example: via telephone, email, chat and web channels. Performing callbacks as required.

Essential Job Function:

  • Understanding of system resources and allocation

  • Proficient in demonstrating ability to identify solutions based on established processes and procedures (e.g.HELP DESK Knowledge base Tool)

  • Accurately log all interactions via established business processes and tools

  • Identify and/or coordinate hardware/software requests and offer solutions for IBM or customer accounts.

  • Learn and become knowledgeable of customer products and services

  • Effectively manage length of calls/handle time

  • Promote teamwork and contact center success

  • Ability to function in multiple accounts with multiple skill set requirements

  • May be responsible for training and mentoring

  • May participate in customer and account team meetings

  • Potential involvement in continuous improvement activities.

  • Able to lead and implement initiatives as directed by management.

  • May participate in customer and account team meetings. Participation in projects may be required.

Required Skills and Experience:

  • Excellent communication and customer service skills

  • Minimum keyboarding speed of 30 WPM

  • Flexible work style - ability to work shifts and weekends

  • Professional work attitude, ability to learn

  • Demonstrate effective soft skills, active listening skills, and ability to empathize with customer’s situation.

  • Microsoft Standard Office Products (Outlook/Word/Excel)

  • Proficiency in navigating and configuring the OS

  • Able to provide support to new team members.

Additional Information

  • No third party resumes will be accepted

  • Drug testing and/or other employment-related inquiries may be conducted

  • All interested individuals MUST be able to work on a W2 Tax basis (no C2C or third party vendors)

  • Candidates must currently reside in USA or Canada

  • CTG is an Equal Employment Opportunity employer

  • CTG is an E-Verify Company

To be considered for this opportunity, please apply directly through our website by clicking the link below or email your Word version resume and salary requirements to rachel.bruso@ctg.com or Caitlin.Waggoner@ctg.com along with the job title.


CTG (NASDAQ: CTG) provides industry-specific IT services and solutions that address the business needs and challenges of clients in high-growth industries in North America and Western Europe. CTG also provides strategic staffing services for major technology companies and large corporations. Backed by more than 50 years of experience and proprietary methodologies, CTG has a proven track record of reliably delivering high-value, industry-specific staffing services and solutions to its clients. CTG has operations in North America, Western Europe, and India.

CTG's greatest asset is its people, and as such, we are committed to providing employees programs and processes to support their performance, hone their skills, and advance in their careers. This commitment is reflected by CTG being named a Best Places to Work in Healthcare company by Modern Healthcare (2013-2016) in North America, and a Best Workplace in the United Kingdom (2013), Belgium (since 2007), and Luxembourg (since 2011).

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity/Affirmative Action Employer and strong advocate of workforce diversity. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran.

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