Remote Service Desk Analyst — 2nd Shift

CAI; Columbus (OH); Remote; USD 25,000 - 28,000; Full time

Job summary

CAI is seeking a Service Desk Analyst for remote, 2nd shift in the United States. You will handle Level 1 IT support and customer service, assisting associates and vendors via phone, email, or chat.

The role requires 6-12 months in a service desk or technical support, strong troubleshooting and documentation skills, and availability to work 11:30am–8:00pm EST on weekdays. A HS diploma is required with a preference for an associate degree.

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
• Ability to work weekdays 11:30am - 8:00pm EST
• 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
• Associate degree preferred in related field

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 (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other “how-to” questions
• Properly escape 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 of Service Desk procedures, products, and services
• May perform other job duties as directed by Team Lead or Service Delivery Leader
• Flexibility to work 2nd shift and remote work arrangement

Skills

Customer service

Technical support

Troubleshooting

Documentation

Communication

Education

High School Diploma or GED

Job description

CAI is seeking a Service Desk Analyst for remote, 2nd shift in the United States. You will handle Level 1 IT support and customer service, assisting associates and vendors via phone, email, or chat.

The role requires 6-12 months in a service desk or technical support, strong troubleshooting and documentation skills, and availability to work 11:30am–8:00pm EST on weekdays. A HS diploma is required with a preference for an associate degree.