Senior Service Desk Analyst

Overview

Senior Service Desk Analyst

Req number: R6968

Employment type: Full time

Worksite flexibility: Remote

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.

As a Senior Service Desk Analyst you will provide Level 1 technical support to users, assist with infrastructure support tasks, mentor junior members, and assist with projects.

We are looking for a customer service oriented Senior Service Desk Analyst to provide Level 1 technical support to users in an efficient and accurate manner and serve in a senior-level role. This position also assists with infrastructure support tasks, leading and contributing to projects, and working with other senior members on various topics and platforms. Additionally, you would be expected to mentor junior team members on customer service and technical challenges.

This position will be full-time and remote
.

• Provide General IT end-user support including:
• Resetting passwords.
• Interact via telephone, e-mail and one on one with customers to perform diagnostics and resolve technical problems.
• Provide first level contact and convey resolutions to customer issues utilizing a knowledge base.
• Properly escalate unresolved issues to the next level of support with strong supporting documentation.
• Perform trend analysis, keep peers and management informed of trends, significant problems, and unexpected delays.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Ensure proper recording, documentation and closure of all records.
• Recommend procedure modifications or improvements.
• Preserve and grow your knowledge of Service Desk procedures, products and services.
• Demonstrate advanced knowledge of supported customer-specific applications and hardware.
• Know and meet the account/team Service Level Agreements/Objectives and understand their effect on the business and help ensure team SLA/SLO are met.
• Understanding the scope and terms of the customer(s) contract.
• Ensure technical support training is provided in a timely manner.
• Assist in evaluating and ensuring timely implementation of new tools and processes.
• Ability to anticipate, plan, and prioritize varying workload levels.
• Ability to work independently without supervision.
• Ability to monitor phone and ticket queues for the entire team to ensure that work is being handled without unnecessary delay.
• Conduct regular Call and Ticket Quality Analysis and coach Service Desk Agents accordingly to ensure call script compliance.
• Review agent interactions to ensure high-quality customer experience.
• Attend daily stand-up meetings to provide Service Desk insights or to escalate any tickets that require additional process or clarification of process.
• Understand and monitor team schedules for accuracy and to ensure schedule adherence.
• Provide operational support to the Service Desk team answering questions, handling escalations, and providing guidance.
• Review, approve and publish knowledge articles for clarity, repeatability, and aligned with best practices.

Required:

• Minimum 3-5 years’ experience in a Service Desk or technical support role
• Minimum 1+ years of customer service experience in a professional industry
• High School Diploma or GED
• Strong troubleshooting and documentation skills
• Active Directory Experience
• Desktop and Laptop hardware support experience
• Understanding of LAN/WAN technologies and protocols
• Technical Writing
• Proficient knowledge of Microsoft Desktop Operating Systems
• 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
• Occasional ability to work from an offsite location
• Willing to work…