Service Desk Analyst at CAI in Remote

Summary: CAI is a global services firm with over 9,000 associates worldwide, specializing in uniting talent and technology. The Service Desk Analyst will provide Level 1 technical support and customer service to users, handling requests via various communication channels and ensuring effective resolution of technical issues. Responsibilities: - 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 Required Qualifications: - Minimum 6-12 months' experience in a Service Desk role and/or technical support role - Minimum 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 - Ability to work weekdays from 9:00am-5:00pm EST Preferred Qualifications: - Associate degree preferred in related field Required Skills: Technical support, Troubleshooting, Customer service Nice-to-Have Skills: Solution driven Benefits: Medical, dental, and vision insurance, 401k retirement account access, Paid sick leave, Other paid time off as provided by applicable law