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Service Desk Analyst

2 months ago

Springfield, Illinois, United States CAI Full time
Job Summary

We are seeking a highly skilled Service Desk Analyst to provide bilingual Level 1 technical support to both German and English speaking users. As a key member of our team, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests.

Key Responsibilities
  • Provide general IT end-user support, including troubleshooting hardware and software issues, resetting passwords, and providing technical guidance via phone, email, or chat.
  • Interact with customers to identify and diagnose technical issues and problems, and provide first-level support, including but not limited to, troubleshooting hardware remotely and troubleshooting software.
  • Properly escalate unresolved issues to the next level of support with strong supporting documentation, following documented processes to resolve customer issues.
  • Analyze the impact and urgency of customer's issues and prioritize appropriately, recommend procedure modifications or improvements, and 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, and may perform other job duties as directed by Team Lead or Service Delivery Leader.
Requirements
  • Fluent in German and English languages.
  • Ability to work weekdays 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, and solution-driven approach.
Preferred Qualifications
  • Associate degree preferred in a related field.
Physical Demands

The 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

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or being a protected veteran, and to base all employment decisions only on valid job requirements.