Service Desk Analyst
2 weeks ago
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.
- 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.
- Associate degree preferred in a related field.
- 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.
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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