Service Desk Analyst


Plano, TX, US, 75024

Brand:  Altice USA
Requisition #:  3884

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We’re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.

Job Summary

Responsible for providing single point of contact to AlticeUSA’s internal customers.  Analyst will provide primary activity queue support by resolving a user’s problem or service requests via the phone, sent in via E-mail, Self Service requests or via Live Chat. They will also coordinate with other IT support groups (if necessary) to resolve the request. The Analyst will track, monitor, escalate and train customers efficiently and with quality. The goal is to meet or exceed the customer’s level of expectation with technical support and requests for service.


  • Provide quality technical support and customer service, with effective problem resolution, to AlticeUSA users throughout the Enterprise.
  • Respond to customer’s service requests received via phone, E-mail, self service requests or Live Chat by researching and resolving or coordinating the resolution with the appropriate support group.
  • Track, document, and update all problem and service requests, in a timely manner, through to final resolution via the ServiceManagement System.
  • Prioritize requests and address customer escalations.
  • Utilize remote control utilities to provide remote technical support.


  • Associates degree or equivalent experience of 1 year
  • Exceptional written and oral communication skills
  • Excellent interpersonal skills, with a focus on rapport building, listening, and questioning skills
  • Strong documentation skills
  • Ability to absorb and retain information quickly
  • Ability to present troubleshooting steps in user-friendly language
  • Analytical problem solving abilities
  • High level of attention to detail
  • Highly self motivated
  • Team oriented

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

 Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.


This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law.  Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in Texas is $39,200.00  - $64,400.00 / year. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.

Applicants for employment with Altice will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.

Nearest Major Market: Plano
Nearest Secondary Market: Dallas