Service Delivery Coordinator

Company: CAI
Location: Newark
Posted on: May 28, 2023

Job Description:

Job Profile SummaryCAI is seeking a Service Desk Operations Analyst (Service Desk Coordinator). The selected candidate will work as a member of our Professional Services (PS) Team within CAI's Service Desk. This is a 100% work from home, virtual position. The candidate will support a team that sits in Newark, DE. Responsibilities and DutiesThrough the use of industry knowledge and data analytics, CAI Professional Services offers unmatched value to customers by seeking to increase operational efficiencies and enhance service quality. * The candidate will use prior education and experience to assist fellow team members in capturing and analyzing key performance data, followed by meaningful recommendations to help our customers meet their operational objectives.* These typically include, but are not limited to the following:* Calculate and track actual client cost per transaction* Analyze processes and factors contributing to those costs* Build models to offer alternatives to reduce costs* Enhance internal processes to increase team effectiveness* Develop and review client metrics to compare against industry standards* Learn client's environment and related IT support business objectives, and offer suggestions to increase client quality of service* Execute project-based support and consulting activities* Develop and implement meaningful Customer Satisfaction measurement systems* Analyze the results of these programs and compare against objectives* Offer suggestions to improve Customer Satisfaction QualificationsExperience/Education Required* Associate's or Bachelor's Degree in Math or Statistics, or related analytical study or equivalent experience* Work experience in a Call Center, Service Desk, or similar support environment * ITIL Foundations principles* MS Power Automate, Power BI, and VBA/macros* Minimum one year of experience with extraction of, analysis of, and reporting on ACD and ITSM ticket data* Minimum one year of work experience in a Call Center, Service Desk, or similar technical support environment* Minimum one year of experience creating, updating, and analyzing reports and graphs using Excel Skills - Required* Inquisitive and analytical* Problem solver* Strong communication skills (both written and oral) with the ability to work well with peers and clients* Organized with strong attention to detail* Strong MS Office skills, especially Excel * Excellent work ethic; self-motivated* Fast learner* Ability to anticipate, plan, and prioritize for varying workload levels* Ability to work independently without supervision* Team-oriented* Solution-driven Physical Demands* Spends the majority of the day in a stationary position* Occasionally needs to move about inside the office to access printers, file cabinets, and other office equipment* Controlled climate office environment which would include own desk/cubicle space.* Occasional ability to work from an off - site location* Operating a computer and communicating over the phone CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.Learn how CAI powers the possible at www.cai.ioReasonable Accommodation Statement: If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 - 8111.This email is only intended for candidates who need an accommodation or assistance completing the application or interview process and will not be reviewed by CAI's Talent Acquisition Team. All interested applicants who do not need an accommodation or assistance completing the application must apply on CAI's career portal for consideration.EEO Statement: It is the policy of CAI not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.PDN-993f6379-e8de-46ca-8e71-273a8d9b7952

Keywords: CAI, Newark , Service Delivery Coordinator, Other , Newark, Delaware