Service Desk Analyst

CAI•,

15h•Remote

About The Position

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

Requirements

At least 6–12 months of experience in a Service Desk 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 7:00 a.m. to 3:30 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.
Solution-driven approach.

Nice To Haves

Associate degree in a related field.

Responsibilities

Provide general IT end-user support.
Deliver customer service that meets or exceeds 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 troubleshooting of laptops, iPads, desktops, printers, and other hardware; software troubleshooting; and answers to how-to questions.
Escalate unresolved issues to the next support level with clear supporting documentation.
Follow documented processes to resolve customer issues.
Record, categorize, document, and close tickets appropriately.
Assess the impact and urgency of issues and prioritize them appropriately.
Recommend modifications or improvements to procedures.
Promote a positive customer experience through timely responses and professional interactions.
Work independently toward performance targets, daily individual goals, 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.