CAI Is Hiring A Part-Time Bilingual Service Desk Analyst

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

🌐 Join a global leader in IT support as a part-time Bilingual Service Desk Analyst, providing exceptional technical and customer service to English and Italian speaking users, remotely. 🌍

Job Overview

Req number: R7729

Employment type: Part time

Worksite flexibility: Remote

Who We Are

CAI is a worldwide services firm with over 9,000 associates and annual revenue exceeding $1.3 billion+. With over four decades of expertise, we unite talent and technology to drive success for our clients, colleagues, and communities. As a privately owned company, we focus on doing what’s right—no matter what it takes. Our tailor-made solutions generate lasting results across public and commercial sectors, with a pioneering commitment to neurodiversity in the enterprise.

Job Summary

As a Service Desk Analyst, your primary responsibility will be receiving requests from associates and vendors, offering the technical support and customer service necessary to resolve them. This part-time role involves 20 hours per week.

Job Description

We seek a bilingual, customer service-oriented Service Desk Analyst to deliver Level 1 technical support to both English and Italian-speaking users efficiently and accurately. Support will be provided via phone, email, or chat, ensuring high-quality service. This position is remote and part-time.

What You'll Do

• Provide general IT end-user support
• Utilize excellent customer service skills to exceed expectations
• Interact with customers via telephone, email, chat, and in person to diagnose and resolve technical issues
• Offer first-level support such as password resets, hardware troubleshooting (laptops, iPads, desktops, printers), software troubleshooting, and answering "how-to" questions
• Escalate unresolved issues with thorough documentation
• Follow documented processes to resolve customer issues
• Record, categorize, document, and close all tickets accurately
• Assess impact and urgency of issues for proper prioritization
• Recommend procedural improvements to enhance support
• Drive positive customer experience through timely responses and professional interactions
• Meet performance metrics independently and as part of a team
• Maintain and grow knowledge of Service Desk procedures, products, and services
• Perform additional duties as directed by team leadership

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 setting
• High School Diploma or GED
• Bilingual in English and Italian (both written and oral)
• Strong troubleshooting and documentation skills
• Excellent customer service abilities
• Strong attention to detail and communication skills
• Excellent work ethic
• Problem-solving mindset
• Solution-oriented approach
• Availability to work weekdays from 7:30am to 11:30am EST

Preferred

• Associate degree in a related field (preferred)

Physical Demands

• Ability to perform essential job functions safely, in compliance with ADA and other standards
• Sedentary work involving sitting with occasional movements around the office
• Capability to perform repetitive computer tasks using a mouse, keyboard, and monitor

Additional Information

#LI-AE1

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

💰$18.00 per hour + language bonus

The exact compensation may vary based on factors such as location, experience, and education. Benefits include access to a 401(k) retirement plan, paid sick leave, and other paid time off as mandated by law.