Service Desk Analyst

CAI•,

9h•Remote

About The Position

The Service Desk Analyst provides Level 1 technical support and customer service to users, receiving requests from associates and vendors and resolving technical issues through phone, email, and chat. The role is full-time and remote, and focuses on efficient, accurate support using technical knowledge and customer service skills.

Requirements

At least 6–12 months of experience in a Service Desk role and/or technical support role.
At least 6–12 months of customer service experience in a professional industry.
High school diploma or GED.
Ability to work weekdays from 8:00 a.m. to 5:00 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.
Solution-driven approach.

Nice To Haves

Associate degree in a related field.

Responsibilities

Provide general IT end-user support.
Deliver excellent customer service and work to exceed customers’ 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 assistance with how-to questions.
Escalate unresolved issues to the next level of support with strong supporting documentation.
Follow documented processes to resolve customer issues.
Record, categorize, document, and close tickets appropriately.
Analyze the impact and urgency of customer issues and prioritize them appropriately.
Recommend procedure modifications or improvements.
Support positive customer experiences through timely responses and professional interaction.
Meet individual performance targets and monthly team metrics through self-direction.
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.