Remote IT Help Desk Analyst

CAI

San Juan (PR)

Remote

USD 34,000 - 41,000

Full time

3 days ago

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Benefits offered by this job

Remote work

Job summary

CAI is seeking a Service Desk Analyst to provide Level 1 IT support to associates and vendors remotely. The role focuses on fast, accurate customer service via phone, email, or chat, handling password resets, hardware and software troubleshooting, and documenting issues for escalation.

The position is full-time and remote, with standard EST hours and a strong emphasis on customer experience and first-contact resolution.

Qualifications

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.

Responsibilities

Provide General IT end-user support.
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, troubleshooting software, and other how-to questions.
Properly escalate unresolved issues to the next level of support with strong documentation.
Follow 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.