Service Desk Analyst

1 week ago


Annapolis, Maryland, United States CAI Full time
Job Summary

We are seeking a highly skilled and bilingual Service Desk Analyst to provide technical support and customer service to our clients. As a Service Desk Analyst, you will be responsible for receiving and resolving technical issues via phone, email, or chat.

Key Responsibilities
  • Provide general IT end-user support
  • Utilize excellent customer service skills and 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
  • Analyze the impact and urgency of customer issues and prioritize accordingly
  • Recommend procedure modifications or improvements
  • Drive positive results in customer experience through timely responses and professional interaction
Requirements
  • 6-12 months of experience in a Service Desk role and/or technical support role
  • 6-12 months of customer service experience in a professional industry
  • Bilingual in English and Spanish languages (both written and oral)
  • Strong troubleshooting and documentation skills
  • Excellent customer service skills
  • Strong attention to detail and strong communication skills (both written and oral)
Preferred Qualifications
  • Associate degree preferred in a related field

CAI is an equal opportunity employer and welcomes applications from diverse candidates. If you require a reasonable accommodation in completing this application, please contact us.



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