Remote Service Desk Analyst - 2nd Shift

CAI; Salem (OR); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical insurance

401k

Paid time off

Job summary

CAI, a global services firm, seeks a Service Desk Analyst for remote, 2nd shift coverage. You will receive requests from associates and vendors and deliver Level 1 IT support with a strong customer-service focus.

In this full-time remote role, you will diagnose issues via phone, email, or chat, reset passwords, troubleshoot hardware and software, document tickets thoroughly, and escalate complex problems with clear notes.

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

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 escalating 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 customers' 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

Skills

Customer service

Troubleshooting

Documentation

Communication

Problem-solving

Education

High school diploma or GED

Associate degree preferred

Job description

CAI, a global services firm, seeks a Service Desk Analyst for remote, 2nd shift coverage. You will receive requests from associates and vendors and deliver Level 1 IT support with a strong customer-service focus.

In this full-time remote role, you will diagnose issues via phone, email, or chat, reset passwords, troubleshoot hardware and software, document tickets thoroughly, and escalate complex problems with clear notes.