Bilingual (German/English) Service Desk Analyst

Req number: R6709

Employment type: Full time

Worksite flexibility: Hybrid 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 Specialist, you will be responsible for providing 1st level of support to all customers with their questions about any of the supported software and computing platforms to the best of his/her ability, in a professional and courteous manner. You'll collaborate with internal teams, follow established processes, and help improve IT support efficiency in a fast-paced, service-driven environment.

Job Description

We are seeking a Service Desk Analyst to provide Level 1 technical support to German 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 on hybrid set up

What You'll Do

Maintains a high degree of customer service for all support queries and adheres to all

service management principles.

Properly escalate and coordinate reported incidents by following the escalation process defined

Follow appropriate handover process for outstanding logged tickets

Consistently logs, tags, tracks and resolves issues to the satisfaction of the customers.

Responsible for updating documentation such as calls received and type of resolution given to a client

Coordinates with other IT internal groups including the Infrastructure and Applications

groups to ensure that service level agreements with the customers are met

Complies with the Company's Policies and Procedures, including Information Security.

What You'll Need

Help Desk Task Proficiency

Knowledgeable in MS Office Applications

Knowledgeable in PC Operating System (Windows 98/XP/2000/7)

Knowledgeable in Windows Server Operating System (Windows

2000/2003/Standard Edition);

Monitor assigned task(s) including the scheduled reports globally

Able to provide courteous and quick response to customers asking help via phone, email, remote access, or onsite support

Has the willingness to find answers to all questions addressed to them

Ability to familiarize themselves with the research and information resources and knowledge bases at hand.

Ready to research questions using a variety of manuals and resources, and to work with other Help Desk Support Engineers and IT colleagues in answering any customer's question.

Shows eagerness to learn as one progress in the field and as one is faced with new questions and situations.

Ability to flexibly adjust to help other Help desk Support Engineers in case of

unavailability or emergency cases to ensure continuity of providing service.

Bachelor's or College degree in Computer Science, Computer Engineering,

Information Technology and/or related field.

Has at least one (1) year of experience in Help Desk tasks including but not limited to problem tracking, phone consulting, voicemail consulting among others.

Exposure in technical set-up, configuration and maintenance of different

applications, network environments, software tools an advantage.

Exposure in dealing and talking with end customers.

Organized and able to set priorities

Strong interpersonal skills and ability to deal effectively in a team environment

Ability to grasp system information and technical functions and ability to explain them into layman terms/words for easy understanding of end-customers

Strong verbal and written communication skills

Ability to organize, prioritize and schedule work assignments

Has strong customer service orientation

Proficient in computer operations – knowledgeable with MS Office, SQL Database,

Windows operating systems

German language a plus factor

Can work well under pressure and minimal supervision

To provide 24x7 services to the company, Global Help Desk will work on different shifts

Some days may be heavy while others may be light. Longer hours may be required when a need arises.

Physical Demands

Ability to safely and successfully perform the essential job functions consistent with 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 or – 8111.