Service Desk Analyst

14 hours ago

Manila One World Square, Philippines CAI Full time $30,000 - $60,000 per year
Service Desk Analyst

Req number:

R6493

Employment type:

Full time

Worksite flexibility:

RemoteWho 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 an IT Service Desk Specialist, you'll provide technical support to end users by troubleshooting hardware, software, and account-related issues while delivering an excellent customer experience. 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 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

  • 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

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.

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