Service Desk Analyst

4 days ago


New York, New York, 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, utilizing your excellent communication and problem-solving skills.

Key Responsibilities
  • Provide technical support and customer service to clients via phone, email, or chat
  • Diagnose and resolve technical issues and problems in a timely and efficient manner
  • 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, documentation, and closure of all tickets
  • Analyze the impact and urgency of customer's issues and prioritize accordingly
  • Recommend procedure modifications or improvements to enhance customer experience
  • Meet targets for performance metrics to achieve daily individual work goals and team monthly metrics
Requirements
  • Bilingual in both French and English language
  • Ability to work weekdays from 4:00am to 12:00pm 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 related field

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