Service Desk Analyst **Req number:** R5467 **Employment type:** Full time **Worksite flexibility:** Onsite **Who we are** CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 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 Service Desk Analyst you will provide Level 1 technical support to users in an efficient and accurate manner. **Job Description** We are seeking a **Service Desk Analyst** to support our customers. This position will be **full-time,** with an 8-hour shift between the hours of 6AM to 8PM and **onsite** in Taguig. **What You'll Do:** + 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: + 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 + Associates Degree preferred in related field + 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 + Detail oriented **Physical Demands:** + Ability to safely and successfully perform the essential job functions + 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 + Controlled climate office environment which would include own desk/cubicle space. + Occasional ability to work from an off-site location + Operating a computer and communicating over the phone. **Reasonable accommodation statement** If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.