CAI · 1 day ago

Service Desk Analyst - 1st Shift

United States

Contract

Remote

Entry Level

1+ years exp

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ConsultingSoftware

Work & Life Balance

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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

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Technical supportDocumentation skills