Service Desk Analyst

2 weeks ago


Topeka, Kansas, 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 clients via phone, email, or chat.

Key Responsibilities
  • Provide general IT end-user support, including troubleshooting hardware and software issues.
  • Utilize excellent customer service skills to exceed customer expectations.
  • Interact with customers to identify and diagnose technical issues and problems.
  • Provide first-level support, including password resets, hardware troubleshooting, and software troubleshooting.
  • Properly escalate unresolved issues to the next level of support with strong supporting documentation.
  • Follow 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.
Requirements
  • Bilingual in both Korean and English languages.
  • Ability to work weekdays from 7:00pm - 3:00am EST.
  • 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.
Physical Demands
  • Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards.
  • Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
  • Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor.
Equal Employment Opportunity Policy Statement

CAI is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity, equity, and inclusion.



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