Service Desk Analyst

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Service Desk AnalystReq NumberR5622Employment TypeFull timeWorksite FlexibilityRemoteWho We AreCAI 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 SummaryA Service Desk Analyst is responsible for providing Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. Job DescriptionWe are looking for a motivated Service Desk Analyst to provide Level 1 technical support to users in an efficient and accurate manner. If you are looking for your next career move, apply now! This position will be full-time 8hours shift in between 7AM to 12MN EST and remote set-up. What You'll DoUtilize 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 RequiredWhat You'll Need:

6-12 months’ experience in a Service Desk role and/or technical support role 6-12 months’ of customer service experience in a professional industry Experience with ServiceNow Strong troubleshooting and documentation skills Other RequirementsExcellent customer service skills Strong attention to detail and strong communication skills (both written and oral) Excellent work ethic Problem-solving skills Competency Statement(s)Solution driven Detail oriented Physical DemandsAbility to safely and successfully perform the essential job functions 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 Reasonable accommodation statementIf 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 application. accommodations@cai. io or (888) 824 – 8111. If you have questions about this posting, please contact support@lensa. com