Service Desk Analyst

CAI

November 11, 2024

11:15 AM

CAI - Global Technology 1390 Ridgeview Drive Allentown, Pennsylvania, 18104

Company size : 5K-10K employees
Job Type & Title : Remote
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About Company:
CAI is a global services firm with over 8,700 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’s right—whatever 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.
Skills: Communication Customer Service Problem Solving Documentation Keyboards Service Desk Technical Support Tenacious Work Ethic Troubleshooting

Job Description

We are looking for a customer service-oriented Service Desk Analyst to provide Level 1 technical support to users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be full-time and remote.

What You’ll Do

Provide General IT end-user support including:
Utilize excellent customer service skills and exceed customers’ expectations
Interact via telephone, e-mail, chat and one on one with customers to identify and diagnose technical issues and problems
Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other “how-to” questions
Properly escalate unresolved issues to the next level of support with strong supporting documentation
Following documented processes to resolve customer issues
Ensure proper recording, categorization, documentation, and closure of all tickets
Analyze the impact and urgency of customer’s issues and prioritize appropriately
Recommend procedure modifications or improvements
Drive positive results in Customer Experience through timely responses and professional interaction
Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics
Preserve and grow your knowledge of Service Desk procedures, products, and services
May perform other job duties as directed by Team Lead or Service Delivery Leader

Required

What You’ll Need

6-12 months’ experience in a Service Desk role and/or technical support role
6-12 months of customer service experience in a professional industry
High School Diploma or GED
Strong troubleshooting and documentation skills
Excellent customer service skills
Strong attention to detail and strong communication skills (both written and oral)
Excellent work ethic
Problem-solving skills
Solution driven
Ability to work weekdays from 9:30am - 6:00pm EST

Preferred

Associate degree preferred in related field

CAI - Global Technology

1390 Ridgeview Drive Allentown, Pennsylvania, 18104

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