Service Desk Analyst
Service Desk Analyst
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1 Vacancy
Job Description
Req number:
R6174Employment type:
Full timeWorksite flexibility:
RemoteWho we are
CAI is a global technology services firm with over 8500 associates worldwide and a yearly revenue of $1 billion. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients colleagues and communities. As a privately held company we have the freedom and focus to do what is rightwhatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors and we are trailblazers in bringing neurodiversity to the enterprise.
Job Summary
As a Service Desk Analyst you will provide Level 1 technical support to English speaking users in an efficient and accurate manner.Shifts: Monday - Friday - 9am-6pm EST
Job Description
We are seeking aService Desk Analystto provide Level 1 technical support to English speaking users.
This position will provide support to our customers applying technical knowledge and customer service skills via phone email or chat. This position will be full-time and remote. Ability to work from Monday to Friday - 9am-6pm EST
What Youll Do
- Provide General IT end-user support
- Utilize excellent customer service skills and exceed customers expectations
- Interact via telephone e-mailchat andone on one with customers toidentifyand diagnose technical issues and problems
- Provide first level support including but not limited to: resetting passwords troubleshooting hardware remotely (Laptops iPads Desktops Printers etc.) troubleshooting software (proprietary software and other applicationsutilizedby the client) and other how-to questions
- Properly escalate unresolved issues to the next level of support with strong supporting documentation
- Following documented processes to resolve customer issues
- Ensure proper recording categorization documentation and closure of all tickets
Analyze the impact and urgency of customers issues and prioritize appropriately
Recommend procedure modifications or improvements
Drive positive results in Customer Experience throughtimelyresponses and professional interaction
Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals andteam monthlymetrics
Preserve and grow your knowledge of Service Desk procedures products and services
May perform other job duties as directed by Team Lead or Service Delivery Leader
WhatYoullNeed
Required:
6-12 months experience in a Service Desk role and/or technical support role
6-12 months of customer service experience in a professional industry
High School Diploma or GED
Strong troubleshooting and documentation skills
Excellent customer service skills
Strong attention to detail andstrong communicationskills (both written and oral)
Excellent work ethic
Problem-solving skills
Solution driven
Preferred:
Associate degreepreferredin related field.
Physical Demands
Ability tosafely and successfully perform the essential job functions consistentwith the ADA and other federalstateand local standards.
Sedentary work that involves sitting orremainingstationarymost of the time with occasional need to move around the office to attend meetings etc.
Ability to conduct repetitive tasks on a computerutilizinga mousekeyboardand monitor.
Reasonable accommodation statement
If you require a reasonable accommodation in completing this application interviewing completing any pre-employment testing or otherwise participating in the employment selection process please direct your inquiries to or (888).
Required Experience:
IC
Employment Type
Full-Time
