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Service Desk Analyst
CAI • Remote • Posted 2 days ago
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Remote • Full-time • Entry Level
Job Highlights
Using AI ⚡ to summarize the original job post
As a Service Desk Analyst at CAI, you will be responsible for providing Level 1 technical support to users, ensuring efficient and accurate support via phone, email, or chat. This role involves general IT end-user support, including troubleshooting hardware and software, resetting passwords, and providing first-level support. The position is full-time and remote, requiring strong customer service skills and technical knowledge.
Responsibilities
- Provide General IT end-user support.
- 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 resetting passwords, troubleshooting hardware remotely, troubleshooting software, and other "how-to" questions.
- Properly escalate unresolved issues to the next level of support with strong supporting documentation.
- Follow 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.
- 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
Qualifications
Required
- 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
Preferred
- Associate degree in related field
About CAI
CAI is a global technology company offering a wide range of solutions and services across industries like finance, healthcare, and manufacturing. They specialize in consulting, cybersecurity, intelligent automation, digital services, and contingent workforce solutions, striving to drive innovation and help organizations thrive in the digital age. CAI is committed to diversity, equity, and inclusion, offering career opportunities in areas such as design, cybersecurity, project management, and more.
Full Job Description
**Job ID Number**
R3707
**Employment Type**
Full time
**Worksite Flexibility**
Remote
**Job Summary**
As a Service Desk Analyst, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests.
**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
**What You'll Need**
Required:
+ 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
Preferred:
+ Associate degree preferred in related field.
**Physical Demands**
+ Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards.
+ Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
+ Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor
**Reasonable Accommodation Statement**
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 - 8111.
**Equal Employment Opportunity Policy Statement**
It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.
R3707
**Employment Type**
Full time
**Worksite Flexibility**
Remote
**Job Summary**
As a Service Desk Analyst, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests.
**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
**What You'll Need**
Required:
+ 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
Preferred:
+ Associate degree preferred in related field.
**Physical Demands**
+ Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards.
+ Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
+ Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor
**Reasonable Accommodation Statement**
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 - 8111.
**Equal Employment Opportunity Policy Statement**
It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.
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