[Remote] Service Desk Analyst

Note: The job is a remote job and is open to candidates in USA. CAI is a global technology services firm with over 8,500 associates worldwide. As a Bilingual Service Desk Analyst, you will provide Level 1 bilingual technical support to English and Portuguese speaking users, ensuring efficient and accurate customer service and technical assistance. Responsibilities Provide General IT end-user support including: Utilize excellent customer service skills and exceed customers’ expectations Interact via telephone, e-mail, chat one on one with customers to identify and diagnose technical issues and problems Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other “how-to” questions Properly escalate unresolved issues to the next level of support with strong supporting documentation Following documented processes to resolve customer issues Ensure proper recording, categorization, documentation, and closure of all tickets Analyze the impact and urgency of customer’s issues and prioritize appropriately Recommend procedure modifications or improvements Drive positive results in Customer Experience through timely responses and professional interaction Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and monthly team metrics Preserve and grow your knowledge of Service Desk procedures, products, and services May perform other job duties as directed by Team Lead or Service Delivery Leader Skills Minimum 6 months' experience in a Service Desk role and/or technical support role Minimum 6 months' of customer service experience in a professional industry High School Diploma or GED Strong troubleshooting and documentation skills Excellent customer service skills Strong attention to detail and strong communication skills (both written and oral) Excellent work ethic Problem-solving skills Solution driven Ability to work weekdays 6:00am-2:30pm EST Bilingual in both English and Portuguese languages (oral and written) Associate degree is preferred in related field Benefits Medical, dental, and vision insurance 401k retirement account access Paid sick leave Paid time off Company Overview CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. It was founded in 1981, and is headquartered in Allentown, Pennsylvania, USA, with a workforce of 5001-10000 employees. Its website is Company H1B Sponsorship CAI has a track record of offering H1B sponsorships, with 24 in 2025, 28 in 2024, 24 in 2023, 30 in 2022, 41 in 2021, 48 in 2020. Please note that this does not guarantee sponsorship for this specific role.