[Remote] Service Desk Analyst

Note: The job is a remote job and is open to candidates in USA. CAI 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.ResponsibilitiesProvide General IT end-user support including:Utilize excellent customer service skills and exceed customers’ expectationsInteract via telephone, e-mail, chat, and one on one with customers to identify and diagnose technical issues and problemsProvide 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” questionsProperly escalate unresolved issues to the next level of support with strong supporting documentationFollowing documented processes to resolve customer issuesEnsure proper recording, categorization, documentation, and closure of all ticketsAnalyze the impact and urgency of customer’s issues and prioritize appropriatelyRecommend procedure modifications or improvementsDrive positive results in Customer Experience through timely responses and professional interactionDemonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and monthly team metricsPreserve and grow your knowledge of Service Desk procedures, products, and servicesMay perform other job duties as directed by Team Lead or Service Delivery LeaderSkillsMinimum 6-12 months' experience in a Service Desk role and/or technical support roleMinimum 6-12 months of customer service experience in a professional industryHigh School Diploma or GEDStrong troubleshooting and documentation skillsExcellent customer service skillsStrong attention to detail and strong communication skills (both written and oral)Excellent work ethicProblem-solving skillsSolution drivenAbility to work weekdays from 6:00pm-3:00pm ESTAssociate degree preferred in related fieldBenefitsMedical, dental, and vision insurance401k retirement account accessPaid sick leave and/or other paid time off as provided by applicable lawCompany OverviewCAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. It was founded in 1981, and is headquartered in Allentown, Pennsylvania, USA, with a workforce of 5001-10000 employees. Its website is http://www.compaid.com.