Service Desk Analyst

6 days ago


Tallahassee, Florida, United States CAI Full time
Job Summary

We are seeking a highly skilled and customer-focused Service Desk Analyst to provide bilingual Level 1 technical support to our clients in an efficient and accurate manner.

Key Responsibilities
  • Provide general IT end-user support, including troubleshooting hardware and software issues, resetting passwords, and answering "how-to" questions.
  • Interact with customers via phone, email, chat, and one-on-one to identify and diagnose technical issues and problems.
  • Escalate unresolved issues to the next level of support with strong supporting documentation.
  • Analyze the impact and urgency of customer issues and prioritize accordingly.
  • Recommend procedure modifications or improvements to enhance customer experience.
  • Meet performance metrics and targets for daily individual work goals and team monthly metrics.
Requirements
  • Bilingual in both Korean and English languages.
  • Ability to work weekdays from 4:00am - 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 a related field.
Work Environment

This is a sedentary role 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.



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