Service Desk Analyst - 1st Shift

Job ID Number R4387
Employment Type Full time
Worksite Flexibility Remote
Job Summary As the 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

As the Service Desk Analyst you will provide Level 1 technical support to users in an efficient and accurate manner. This position will be full-time and remote .

What You'll Do

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

Associates Degree preferred in related field

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

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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