CAI Is Hiring A Part-Time Bilingual Service Desk Analyst

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

Join our dynamic team as a bilingual Service Desk Analyst and make a difference by providing top-tier technical support in both Italian and English. This flexible, remote position offers the chance to grow your skills while supporting diverse clients worldwide.

Job Overview

• Req number: R7729
• Employment type: Part-time
• Worksite flexibility: Remote
• Work hours: 20 hours per week, weekdays from 7:30am - 11:30am EST

Who We Are

CAI is a global services firm with over 9,000 associates and annual revenue exceeding $1.3 billion. With over 40 years of excellence, we combine talent and technology to deliver impactful solutions for our clients, colleagues, and communities. As a privately held company, we prioritize doing what is right and are trailblazers in promoting neurodiversity within the enterprise. 🌍

Job Summary

As a Service Desk Analyst, your primary responsibility will be to handle requests from associates and vendors, providing the technical support and customer service needed to resolve issues efficiently. This part-time, remote role involves assisting users via phone, email, or chat in both English and Italian.

What You'll Do

• Provide comprehensive general IT end-user support
• Utilize excellent customer service skills to exceed client expectations
• Interact with customers via telephone, email, chat, and one-on-one to identify and troubleshoot technical issues
• Assist with first-level support tasks such as password resets, hardware troubleshooting (laptops, iPads, desktops, printers), and software troubleshooting
• Properly escalate unresolved issues with thorough documentation
• Follow documented processes to resolve customer issues effectively
• Record, categorize, document, and close all support tickets accurately
• Assess issue impact and urgency to prioritize tasks appropriately
• Recommend procedures for process improvements
• Drive positive customer experiences through timely, professional interactions
• Meet individual and team performance metrics independently
• Continuously update your knowledge of Service Desk procedures, products, and services
• Perform additional duties as directed by team leaders

What You'll Need

Required

• 6-12 months' experience in a Service Desk or technical support role
• 6-12 months of customer service 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 skills
• Attentive to detail with strong communication abilities
• Reliable work ethic and problem-solving skills
• Solution-driven mindset
• Ability to work weekdays from 7:30am to 11:30am EST

Preferred

• Associate degree in a related field is a plus

Physical Demands

This role requires the ability to perform essential job functions safely and effectively, including:

• Sitting or remaining stationary most of the time, with occasional movement within the office
• Repetitive tasks on a computer using mouse, keyboard, and monitor

Additional Information

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

💰 The pay rate for this position is $18.00 per hour plus a language bonus. Exact compensation may vary based on location, experience, and education. Benefits include access to a 401(k) retirement plan, paid sick leave, and other paid time off as lawfully provided.