CAI Is Hiring A Part-Time Bilingual Service Desk Analyst

Join our team as a Part-Time Bilingual (Italian/English) Service Desk Analyst. This role offers flexible remote work options and an opportunity to provide critical technical support while contributing to a company dedicated to diversity and excellence. 🚀

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

Req number: R7729

Employment type: Part time

Worksite flexibility: Remote

Who We Are

CAI is a global services firm with over 9,000 associates worldwide and annual revenue exceeding $1.3 billion. With over 40 years of industry experience, we specialize in uniting talent and technology to create lasting results for our clients, colleagues, and communities. As a privately held company, we prioritize doing what is right, whatever it takes. Our tailored solutions span the public and commercial sectors, and we are pioneers in promoting neurodiversity within the enterprise. 🌍

Job Summary

As a Service Desk Analyst, you will handle requests from associates and vendors, providing the necessary technical support and customer service to resolve issues. This position is part-time (20 hours per week) and remote, focusing on delivering efficient solutions with a customer-oriented approach.

Job Description

We are seeking a bilingual, customer service-focused Bilingual Service Desk Analyst to deliver Level 1 technical support to both English and Italian-speaking users. Your role involves supporting customers via phone, email, or chat with technical knowledge and excellent service skills. This opportunity is part-time and fully remote. 💻

What You'll Do

• Provide general IT end-user support
• Utilize exceptional customer service skills to exceed expectations
• Interact through telephone, email, chat, and in person to diagnose and resolve technical issues
• Offer first-level support, including password resets, hardware troubleshooting (Laptops, iPads, Desktops, Printers, etc.), software troubleshooting, and "how-to" guidance
• Escalate unresolved issues with thorough documentation
• Follow documented processes to resolve customer issues effectively
• Record, categorize, document, and close all support tickets
• Assess impact and urgency to prioritize issues appropriately
• Recommend process improvements
• Drive positive customer experience with timely responses and professional interactions
• Work independently to meet daily performance metrics and team goals
• Maintain and increase 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 Service Desk or technical support roles
• 6-12 months' customer service experience in a professional setting
• High School Diploma or GED
• Bilingual in English and Italian (written and spoken)
• Strong troubleshooting and documentation skills
• Excellent customer service abilities
• Strong attention to detail and communication skills
• Excellent work ethic and problem-solving skills
• Solution-oriented mindset
• Availability to work weekdays from 7:30 am to 11:30 am EST

Preferred:

• Associate degree in a related field is a plus

Physical Demands

• Ability to perform essential job functions safely and effectively in compliance with ADA and applicable standards
• Sedentary work involving sitting or staying stationary most of the time, with occasional movement around the office
• Capability to perform repetitive computer tasks using a mouse, keyboard, and monitor

Additional Information

#LI-AE1

If you require a reasonable accommodation during the application process, please contact us at (888) 824-8111.

Compensation & Benefits: $18.00 per hour plus language bonus. The exact salary may vary based on location, experience, and education. Benefits include 401(k) retirement plan, paid sick leave, and other paid time off as per applicable laws. 🎉