Service Desk Analyst

5 days ago

Iloilo City, Western Visayas, Philippines CAI Full time
Who we are

CAI is a global technology services firm with over 8,500 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 is 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.

Job Summary

As a Service Desk Analyst, you will provide Level 1 technical support to English speaking users in an efficient and accurate manner. Shifts: Monday - Friday - 9am-6pm EST

Job Description

We are seeking a Service Desk Analyst to provide Level 1 technical support to English speaking users. This position will provide support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be full-time and remote. Ability to work from Monday to Friday - 9am-6pm EST

What You'll Do
  • 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 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.


#J-18808-Ljbffr

  • Service Desk Analyst

    1 week ago

    Cebu City, Central Visayas, Philippines Netrix Global Full time $104,000 - $130,878 per year

    About The OpportunityThis Service Desk Analyst position is a RemotePhilippinesbasedrole.At Netrix Global, the Service Desk Analyst will provide timely and accurate tier one technical support to all clients generated from calls and emails, as well as ticket escalations and assignments from management. They will require an aptitude for working with...

  • Phone Receptionist/Front Desk Support Specialist

    7 days ago

    Iloilo City, Western Visayas, Philippines beBeeCustomerSupport Full time ₱60,000 - ₱90,000

    We are seeking a dedicated and professional Phone Receptionist/Front Desk Support to be the first point of contact for our clients. This individual will provide exceptional customer service with a warm, professional presence via telephone.Key ResponsibilitiesAnswer incoming front desk phone calls promptly and professionallyIdentify caller needs and route...

  • Front Desk Associate

    2 weeks ago

    Iloilo City, Western Visayas, Philippines Accentline Inc. Full time ₱150,000 - ₱300,000 per year

    Job Summary: We are looking for a professional and dynamic Front Desk Associate to be the face of our BPO operations. The ideal candidate will deliver a warm, welcoming experience to applicants, visitors, and staff, while also providing critical administrative support to ensure smooth front-office and operational functions. This role plays a vital part in...

  • IT Service Desk Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines QBE Insurance Full time

    OverviewPrimary DetailsTime Type: Full timeWorker Type: EmployeeResponsible for providing high level of customer experience and resolution from various communication channels: phone, chat, email and portal for first level IT technical support globally covering both internal and external users. Perform IT Service Desk activities including the capture,...

  • IT Service Desk Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines QBE Europe Full time

    Primary Details Time Type: Full time Worker Type: Employee Responsible for providing high level of customer experience and resolution from various communication channels: phone, chat, email and portal for first level IT technical support globally covering both internal and external users. Perform IT Service Desk activities including the capture, analysis,...

  • Service Desk Lead

    2 weeks ago

    Cebu City, Central Visayas, Philippines Agileit IT consultancy Full time $60,000 - $80,000 per year

    We are seeking a highly motivated and experienced Service Desk Lead to oversee and manage our service desk operations. The ideal candidate will ensure timely resolution of client issues, enforce SLA adherence, and lead the service desk team to deliver exceptional customer support.Key Responsibilities·       Lead and manage day-to-day operations of the...

  • Service Desk Administrator

    2 weeks ago

    Cebu City, Central Visayas, Philippines Agileit IT consultancy Full time $40,000 - $60,000 per year

    Introduction We are looking for dedicated and skilled Service Desk Administrators to provide technical support and ensure smooth operations for our MSP clients. The ideal candidates will be responsible for ticket resolution, client support, and assisting in the maintenance of our service desk systems.Key ResponsibilitiesProvide first and second-level support...

  • Help Desk Professional

    7 days ago

    Cebu City, Central Visayas, Philippines beBeeCustomer Full time $50,000 - $70,000

    Service Desk Analyst RoleWe are seeking a highly skilled Service Desk Analyst to provide exceptional customer service and technical support to clients.Provide end-user service desk support via phone, email, and chat.Manage incidents and requests within the ServiceNow ticketing system.Perform daily ticket follow-ups with end users.Resolve username and...

  • Service Desk Agent

    2 weeks ago

    Cebu City, Central Visayas, Philippines With Intelligence Full time ₱800,000 - ₱1,200,000 per year

    With Intelligence Ltd. is seeking a dedicated and customer-focused Service Desk Agent to join our IT support team. As the first point of contact for IT-related issues and service requests, you will play a crucial role in ensuring a positive experience for our users. The Service Desk Agent will provide first-level support, troubleshoot issues, and escalate...

  • Service Desk Agent

    2 weeks ago

    Cebu City, Central Visayas, Philippines With Intelligence Full time $40,000 - $60,000 per year

    With Intelligence Ltd. is seeking a dedicated and customer-focused Service Desk Agent to join our IT support team. As the first point of contact for IT-related issues and service requests, you will play a crucial role in ensuring a positive experience for our users. The Service Desk Agent/IT Specialist will provide first-level support, troubleshoot issues,...