Remote Service Desk Analyst - Weekend Support

CAI; Santa Fe (NM); Remote; USD 34,000 - 41,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Job summary

CAI is a global services firm delivering IT support across public and private sectors. The Service Desk Analyst will handle Level 1 troubleshooting, phone, email, and chat, and will log, track, and resolve requests while providing friendly, professional customer service.

This full-time remote role requires weekend coverage and a willingness to work EST hours. The successful candidate will have 6–12 months in a service desk or technical support role, strong problem solving, and solid

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 Saturday/Sunday 7:00a-7:00pm EST and Monday/Tuesday 8:00am - 4:30pm 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 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 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

Job description

CAI is a global services firm delivering IT support across public and private sectors. The Service Desk Analyst will handle Level 1 troubleshooting, phone, email, and chat, and will log, track, and resolve requests while providing friendly, professional customer service.

This full-time remote role requires weekend coverage and a willingness to work EST hours. The successful candidate will have 6–12 months in a service desk or technical support role, strong problem solving, and solid