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 in both Italian and English as a part-time Service Desk Analyst. Enjoy flexible remote work while making a meaningful impact.

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 annual revenue exceeding $1.3 billion. With more than 40 years of expertise, we combine talent and technology to unlock possibilities for our clients, colleagues, and communities. As a privately owned company, we prioritize doing what is right and creating lasting results across public and commercial sectors. We are also proud pioneers in promoting neurodiversity within enterprise environments. 🌍💡

Job Summary

As a Service Desk Analyst, you will handle requests from associates and vendors, delivering the technical support and customer service needed to resolve issues. This part-time (20 hours/week) remote role offers an opportunity to make a difference.

Job Description

We are seeking a bilingual, customer service-focused Bilingual Service Desk Analyst to provide Level 1 technical support to users in both English and Italian. This role involves assisting customers via phone, email, or chat, utilizing your technical knowledge and customer service skills efficiently and accurately. Work from anywhere and enjoy a flexible schedule.

What You’ll Do

• Provide general IT end-user support
• Deliver exceptional customer service and exceed expectations
• Communicate with customers through phone, email, chat, and face-to-face interactions to identify and diagnose technical issues
• Perform first-level support tasks such as password resets, hardware troubleshooting (laptops, iPads, desktops, printers), software troubleshooting, and answering "how-to" questions
• Escalate unresolved issues with thorough documentation
• Follow established processes to resolve customer issues
• Record, categorize, document, and close support tickets efficiently
• Assess the impact and urgency of issues to prioritize responses
• Suggest procedure modifications or improvements for better service
• Enhance customer experience through timely and professional interactions
• Meet performance metrics independently and contribute to team goals
• Maintain and grow knowledge of Service Desk procedures, products, and services
• Perform additional duties as assigned by team 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 setting
• High School Diploma or GED
• Bilingual proficiency in English and Italian (both written and spoken)
• Strong troubleshooting and documentation skills
• Excellent customer service abilities
• Attention to detail and effective communication skills
• Strong work ethic and problem-solving skills
• Solution-oriented mindset
• Availability to work weekdays from 7:30 AM to 11:30 AM EST

Preferred

• An associate degree in a related field

Physical Demands

Must be capable of performing essential job functions safely and effectively, including sedentary work involving sitting most of the time, with occasional movement around the office to attend meetings. Repetitive computer tasks requiring mouse, keyboard, and monitor usage are involved.

Reasonable Accommodation

If you need reasonable accommodations during the application process or employment, please contact application.accommodations@cai.io or call (888) 824-8111.

Compensation

Hourly pay is $18.00 plus a language bonus. Total compensation varies based on several factors.