Service Desk Analyst
1 week ago
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
- 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)
- 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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