CAI Is Hiring A Part-Time Bilingual Service Desk Analyst

Part-Time Bilingual (Italian/English) Service Desk Analyst

Join a dynamic, global team providing essential technical support while enjoying flexible remote work opportunities. Perfect for bilingual professionals seeking a rewarding part-time role!

Overview

• Req number: R7729
• Employment type: Part-time
• Worksite flexibility: Remote

Who We Are

CAI is a leading global services firm with over 9,000 associates worldwide and an annual revenue exceeding $1.3 billion. With over 40 years of expertise, we combine talent and technology to create lasting impact for our clients, colleagues, and communities. As a privately held company, we prioritize doing what is right — whatever it takes. Our custom solutions serve both public and commercial sectors, and we are pioneers in promoting neurodiversity in the enterprise. 🌎💼

Job Summary

As a Service Desk Analyst, you will handle requests from associates and vendors, providing the technical support and customer service necessary to resolve issues. This position is part-time—20 hours per week—and fully remote.

Job Description

We are seeking a bilingual, customer-centric Bilingual Service Desk Analyst to deliver Level 1 technical support to both English and Italian speaking users. The role involves assisting customers via phone, email, or chat with efficiency and professionalism, ensuring rapid resolution and high customer satisfaction.

What You'll Do

• Provide comprehensive IT end-user support 🖥️
• Exceed customer expectations with excellent service skills
• Interact with customers through phone, email, chat, and one-on-one sessions to diagnose and resolve issues
• Offer first-level support such as password resets, hardware troubleshooting (laptops, iPads, desktops, printers, etc.), software troubleshooting, and "how-to" guidance
• Escalate unresolved issues with detailed documentation
• Follow documented processes to resolve customer requests
• Accurately record, categorize, document, and close tickets
• Assess the impact and urgency of issues to prioritize effectively
• Recommend improvements to procedures
• Ensure timely responses and professional interactions to enhance customer experience
• Set and meet individual performance metrics, contributing to team goals
• Continuously enhance knowledge of Service Desk procedures, products, and services
• Assist with additional duties as assigned by team leads or service leaders

What You'll Need

Required:

• 6-12 months' experience in a Service Desk or technical support role
• 6-12 months' customer service experience in a professional environment
• High School Diploma or GED
• Bilingual proficiency in English and Italian (written and oral)
• Strong troubleshooting and documentation skills
• Excellent customer service and communication skills
• Great attention to detail and a solid work ethic
• Problem-solving and solution-oriented mindset
• Ability to work weekdays from 7:30am to 11:30am EST

Preferred:

• Associate degree in a related field is a plus

Physical Demands

• Ability to perform essential job functions safely and successfully in accordance with ADA and other standards
• Primarily sedentary work involving sitting and occasional movement
• Repetitive computer tasks using mouse, keyboard, and monitor

Additional Information

Reasonable accommodations: If you need accommodations during the application or interview process, please contact us at (888) 824-8111.

Compensation: $18.00 per hour plus a language bonus. Exact pay may vary based on location, experience, and education. Benefits include 401(k) retirement plans, paid sick leave, and other paid time off as mandated by law. 🎯