CAI · 1 month ago
Service Desk Analyst
United States
Full-time
Remote
Entry Level
1+ years expCAI is a global services firm with over 9,000 associates worldwide. As a Service Desk Analyst, you will provide Level 1 technical support and customer service to associates and vendors, addressing technical issues through various communication channels.
ConsultingSoftware
No H1B
Responsibilities
Provide General IT end-user support including:
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 monthly team 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
Required
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 6:00pm-3:00pm EST
Preferred
Associate degree preferred in related field
Benefits
Medical, dental, and vision insurance
401k retirement account access
Paid sick leave and/or other paid time off as provided by applicable law
Company
CAI
CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Tom Salvaggio
President and CEO
Tony Salvaggio
Founder and CEO
Recent News
Computer Aid, Inc. (CAI)
2025-09-19
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