German 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 German 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 on hybrid set up

What Youll Do

• Maintains a high degree of customer service for all support queries and adheres to all

• service management principles.

• Properly escalate and coordinate reported incidents by following the escalation process defined

• Follow appropriate handover process for outstanding logged tickets

• Consistently logs tags tracks and resolves issues to the satisfaction of the customers.

• Responsible for updating documentation such as calls received and type of resolution given to a client

• Coordinates with other IT internal groups including the Infrastructure and Applications

• groups to ensure that service level agreements with the customers are met

• Complies with the Companys Policies and Procedures including Information Security.

What Youll Need

• Help Desk Task Proficiency

• Knowledgeable in MS Office Applications

• Knowledgeable in PC Operating System (Windows 98/XP/2000/7)

• Knowledgeable in Windows Server Operating System (Windows

• 2000/2003/Standard Edition);

• Monitor assigned task(s) including the scheduled reports globally

• Able to provide courteous and quick response to customers asking help via phone email remote access or onsite support

• Has the willingness to find answers to all questions addressed to them

• Ability to familiarize themselves with the research and information resources and knowledge bases at hand.

• Ready to research questions using a variety of manuals and resources and to work with other Help Desk Support Engineers and IT colleagues in answering any customers question.

• Shows eagerness to learn as one progress in the field and as one is faced with new questions and situations.

• Ability to flexibly adjust to help other Help desk Support Engineers in case of

• unavailability or emergency cases to ensure continuity of providing service.

• Bachelors or College degree in Computer Science Computer Engineering

• Information Technology and/or related field.

• Has at least one (1) year of experience in Help Desk tasks including but not limited to problem tracking phone consulting voicemail consulting among others.

• Exposure in technical set-up configuration and maintenance of different

• applications network environments software tools an advantage.

• Exposure in dealing and talking with end customers.

• Organized and able to set priorities

• Strong interpersonal skills and ability to deal effectively in a team environment

• Ability to grasp system information and technical functions and ability to explain them into layman terms/words for easy understanding of end-customers

• Strong verbal and written communication skills

• Ability to organize prioritize and schedule work assignments

• Has strong customer service orientation

• Proficient in computer operations knowledgeable with MS Office SQL Database

• Windows operating systems

• German language a plus factor

• Can work well under pressure and minimal supervision

• To provide 24x7 services to the company Global Help Desk will work on different shifts

• Some days may be heavy while others may be light. Longer hours may be required when a need arises.

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).