Service Desk Analyst

Service Desk Analyst

Req number:

R6876

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 a Bilingual Service Desk Analyst, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests.

Job Description

We are looking for a customer service-oriented Bilingual Service Desk Analyst to provide Level 1 bilingual technical support to English and Portuguese speaking users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be full-time and remote .

What You'll Do

• Provide General IT end-user support including:

• Utilize excellent customer service skills and exceed customers' expectations.

• Interact via telephone, e-mail, chat 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 ofService Deskprocedures, products, and services.

• May perform other job duties as directed by Team Lead or Service Delivery Leader

What You'll Need

Required:

• Minimum 6 months' experience in aService Deskrole and/ortechnical supportrole

• Minimum 6 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 6:00am-2:30pm EST

• Bilingual in both English and Portuguese languages (oral and written)

Preferred:

• Associate degree is preferred in related field

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state 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.

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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 [email protected] or (888) 824 - 8111.

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.