Service Desk Analyst

Indiaabroad2; Allentown (Lehigh County); Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated Service Desk Analyst to join their remote team. In this role, you will leverage your customer service expertise to provide Level 1 technical support, ensuring a seamless experience for users. Your responsibilities will include troubleshooting hardware and software issues, managing support tickets, and enhancing customer satisfaction through professional interactions. This opportunity is perfect for individuals looking to grow their technical skills in a supportive environment while contributing to a company that values innovation and excellence in service delivery.

Qualifications

• 6-12 months of experience in a Service Desk or technical support role.
• Strong troubleshooting, documentation, and communication skills required.

Responsibilities

• Provide Level 1 technical support via phone, email, or chat.
• Diagnose technical issues and escalate unresolved problems appropriately.
• Ensure proper documentation and closure of all tickets.

Skills

Customer Service Skills

Troubleshooting Skills

Attention to Detail

Problem-solving Skills

Communication Skills

Education

High School Diploma or GED

Associate Degree in Related Field

Job description

CAI is a global services firm with over 8,700 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’s 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 Description

We are looking for a customer service-oriented Service Desk Analyst to provide Level 1 technical support to users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be full-time and remote.

What You’ll Do

• 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 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

What 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
• High School Diploma or GED
• Strong troubleshooting and documentation skills
• Strong attention to detail and strong communication skills (both written and oral)
• Problem-solving skills
• Ability to work weekdays from 9:30am - 6:00pm EST

Preferred

• Associate degree preferred in related field