This job was posted by https://illinoisjoblink.illinois.gov : For more
information, please see:
https://illinoisjoblink.illinois.gov/jobs/11863394 Service Desk Analyst
(Part-Time)
Req number:
R2398
Employment type:
Part time
Worksite flexibility:
Remote
Job Summary
As Service Desk Analyst, you will be providing Service Desk support to
our customers applying technical knowledge and customer service skills
via phone, email, or chat.
Job Description
We are looking for a customer service-oriented Service Desk Analyst
to provide Level 1 technical support to 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 part-time and
remote and require working weekends.
What You\'ll Do
Provide General IT end-user support including:
- 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
- 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 weekends
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.
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.
Equal Employment Opportunity Policy Statement
It is the policy of CAI not to discriminate against any employee or
applicant due to race, color, religion, sex, sexual orientation, gender
identity, national origin, age, marital status, genetic i formation,
disability or being a protected veteran. It is also the policy of CAI to
take affirmative action to employ and to advance in employment, all
persons regardless of race, color, religion, sex, sexual orientation,
gender identity, national origin, age, marital status, genetic
information, disability or being a protected veteran, and to base all
employment decisions only on valid job requirements. This policy shall
apply to all employment actions, including but not limited to
recruitment, hiring, upgrading, promotion, transfer, demotion, layoff,
recall, termination, rates of pay or other forms of compensation and
selection for training, including apprenticeship, at all levels of
employment. Employees and applicants of CAI will not be subject to
harassment due to race, color, religion, sex, sexual orientation, gender
identity, national origin, age, marital status, genetic information,
disability or being a protected veteran. Additionally, retaliation,
including intimidation, threats, or coercion, because an employee or
applicant has objected to discrimination, engaged or may engage in
filing a complaint, assisted in a review, investigation, or hearing or
have otherwise sought to obtain