Service Desk Analyst

CAI • ,

9h • 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 provides technical support and customer service through phone, email, and chat. This is a full-time, remote position focused on resolving customer requests efficiently and accurately.

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 9:00 a.m. to 5:30 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.
• Use strong customer service skills to 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 assistance with 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 appropriately.
• Analyze the impact and urgency of customer issues and prioritize them appropriately.
• Recommend procedure modifications or improvements.
• Promote a positive customer experience through timely responses and professional interactions.
• Meet individual performance targets and monthly team metrics through self-direction.
• Maintain and expand knowledge of Service Desk procedures, products, and services.
• Perform other duties as directed by the Team Lead or Service Delivery Leader.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement account access
• Paid time off
• May be entitled to paid sick leave and/or other paid time off as provided by applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED