Computer Aid, Inc.

Service Desk Operations Analyst

Employment Type
Experience Level

Position Description/Responsibilities (CCC/Vendor)

As an Operations Analyst, the selected candidate will work as a member of our Professional Services (PS) Team within CAI's Service Desk in Newark, DE.

Through 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. In this role, the candidate will use prior education and experience to assist fellow team members in capturing and analyzing key performance data, followed with 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 transactions
    • Analyze processes and factors contributing to those costs
    • Build models to offer alternatives to reduce costs
    • Enhance internal processes to increase team effectiveness
    • Review client metrics to compare against industry standards
    • Develop 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
    • Develop and offer suggestions to improve Customer Satisfaction

Position Requirements/Technical Skills (CCC/Vendor)

The ideal profile for an Operations Analyst reflects the following profile:

·      High Energy

·      Ability to Anticipate

·      Self-Motivated

·      Assertive

·      Inquisitive

·      Analytical

·      Strong Communication Skills

·      Problem Solver

·      Fast Learner

·      Team Oriented

·      Solid MS Office Skills, esp. Excel

·      Organized


Additional Required Skills - One or more of the following:

  • Knowledge capture and knowledge management
  • Project Management
  • Technical Writer

 Experience working in a Service Desk is also a plus.

Company Overview (CCC Only)

Computer Aid, Inc. (CAI) is an innovative solutions company managing engagements with numerous Fortune 1000 companies and government agencies. CAI is headquartered in Allentown, Pennsylvania with a staff of over 4,200 professionals working at locations around the world in a variety of industries.  Our services leverage technology to provide outstanding customer experiences that generate new value for our clients, our employees, and our greater communities.  

CAI is building a culture of continued learning, support, and personal development in a collegial environment. We also strive to make a positive impact on our surrounding communities through various outreach programs. We make a positive difference for our associates and the communities in which we serve.

Our mission: Provide industry-leading services and an incredible workplace for our associates, while making an impact on our communities. 

CAI is an Equal Opportunity/Affirmative Action employer. Minorities, women, veterans and individuals with disabilities will receive consideration and are encouraged to apply.

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