Service Desk Analyst

CAI•,

7h•Remote

About The Position

CAI is seeking a customer service-oriented Service Desk Analyst to provide Level 1 technical support to users. The analyst receives requests from associates and vendors and delivers technical support and customer service through phone, email, and chat. The position is full-time and remote, with a required schedule that includes weekends.

Requirements

Minimum 6–12 months of experience in a Service Desk and/or technical support role.
Minimum 6–12 months of customer service experience in a professional industry.
High school diploma or GED.
Availability to work Saturday and Sunday, 7:00 a.m.–7:00 p.m. EST, and Monday and Tuesday, 8:00 a.m.–4:30 p.m. EST.
Strong troubleshooting and documentation skills.
Excellent customer service skills.
Strong attention to detail and written and oral communication skills.
Excellent work ethic.
Problem-solving skills.
A solution-driven approach.

Nice To Haves

Associate degree in a related field.

Responsibilities

Provide general IT end-user support.
Use customer service skills to meet and exceed customer expectations.
Interact with customers by telephone, email, chat, and one-on-one to identify and diagnose technical issues.
Provide first-level support, including password resets, remote hardware troubleshooting, software troubleshooting, and answers to how-to questions.
Escalate unresolved issues to the next support level with supporting documentation.
Follow documented processes to resolve customer issues.
Record, categorize, document, and close tickets accurately.
Analyze the impact and urgency of customer issues and prioritize appropriately.
Recommend procedure modifications or improvements.
Promote positive customer experiences through timely responses and professional interactions.
Meet individual performance targets and monthly team metrics.
Maintain and grow knowledge of Service Desk procedures, products, and services.
Perform other job duties as directed by the Team Lead or Service Delivery Leader.