Service Desk Analyst

Req number:

Employment type:

Worksite flexibility:

Who 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

Job Description

We are seeking a Service Desk Analyst to 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-mail chat and one on one with customers to identify and 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 applications utilized by 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 through timely responses and professional interaction

• Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics

• 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

What Youll Need
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

• Strong troubleshooting and documentation skills

• Excellent customer service skills

• Strong attention to detail and strong communication skills (both written and oral)

• Excellent work ethic

• Problem-solving skills

• Solution driven

Physical Demands

• Ability tosafely and successfully perform the essential job functions consistentwith 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).