Service Desk Analyst

Title: Service Desk Analyst
Location: United States

Job Description:

Req number:

R8621

Employment type:

Full time

Worksite flexibility:

Remote

Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

As a Bilingual (English/French) Service Desk Analyst, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests. This position is weekdays from 2:00am - 10:30am EST.

Job Description

We are looking for a bilingual customer service-oriented Bilingual (English/French) Service Desk Analyst to provide Level 1 technical support to both English and French speaking users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be full-time and remote.

What You’ll Do

• Provide General IT end-user support
• Utilize excellent customer service skills and exceed customers’ expectations
• Interact via telephone, e-mail, chat and one on one with customers to identify and diagnose technical issues and problems
• Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other “how-to” questions
• Properly escalate unresolved issues to the next level of support with strong supporting documentation
• Following documented processes to resolve customer issues
• Ensure proper recording, categorization, documentation, and closure of all tickets
• Analyze the impact and urgency of customer’s issues and prioritize appropriately
• Recommend procedure modifications or improvements
• 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
• May perform other job duties as directed by Team Lead or Service Delivery Leader

What You’ll Need

Required:

• Minimum 6-12 months experience in a Service Desk role and/or technical support role
• Minimum 6-12 months of customer service experience in a professional industry
• High School Diploma or GED 
• Bilingual in English and French 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)
• Excellent work ethic
• Problem-solving skills
• Solution driven
• Ability to work weekdays from 2:00am – 10:30am EST

Preferred:

• Associate degree preferred in related field

Physical Demands

• 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