Service Desk Analyst

Service Desk Analyst

Req number : R6548

Employment type : Full time

Worksite flexibility :

Remote

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 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. Monday-Friday - 8am-5pm EST.

Job Description

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 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.

Technical Skills – Preferred :

• N / A

Other Requirements :

Competency Statement(s) :

Physical Environment & Requirements

Physical Demands :

Work Environment

Additional Expectations

Physical Requirements :

Direct Reports

none

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.