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Service Desk Analyst

2 months ago

Austin, Texas, United States CAI Full time
Job Summary

We are seeking a highly skilled and customer-focused Service Desk Analyst to join our team at CAI. As a Service Desk Analyst, you will be responsible for providing technical support and customer service to our users, resolving technical issues, and ensuring a positive experience for our customers.

Key Responsibilities
  • Provide Level 1 technical support to users via phone, email, or chat
  • Diagnose and resolve technical issues, including hardware and software troubleshooting
  • Escalate unresolved issues to the next level of support with strong supporting documentation
  • Follow documented processes to resolve customer issues and ensure proper recording, categorization, and closure of all tickets
  • Analyze the impact and urgency of customer issues and prioritize accordingly
  • Recommend procedure modifications or improvements to enhance customer experience
Requirements
  • 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
  • Excellent customer service skills
  • Strong attention to detail and strong communication skills (both written and oral)
  • Excellent work ethic
  • Problem-solving skills
  • Solution-driven
Preferred Qualifications
  • Associate degree preferred in a related field
Work Environment

This is a full-time, remote position that requires the ability to work weekdays from 1:30pm EST - 10:00pm EST. The ideal candidate will be able to work independently and as part of a team, with a strong focus on customer satisfaction and technical expertise.