CAI · 3 days ago

Service Desk Analyst

United States

Full-time

Remote

Entry Level

$40K/yr - $42K/yr

1+ years exp

Wonder how qualified you are to the job?

Maximize your interview chances

ConsultingSoftware

Actively Hiring

Work & Life Balance

Insider Connection @CAI

Discover valuable connections within the company who might provide insights and potential referrals, giving your job application an inside edge.

Responsibilities

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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Service Desk ExperienceTechnical Support ExperienceCustomer Service ExperienceDocumentation SkillsProblem-Solving Customer Service Attention to Detail Communication Work EthicSolution DrivenAssociates Degree