Service Desk Support Analyst

CDW Canada; Golden Horseshoe; Remote; CAD 40,000 - 55,000; Full time

Job summary

Join a leading IT solutions provider as a Service Desk Support Analyst. In this entry-level role, you will ensure clients receive exceptional service through troubleshooting and support. Work remotely, collaborate with a team, and contribute to process improvements in a fast-paced environment. Ideal candidates possess strong customer service skills and IT support experience. Full-time position with opportunities for growth.

Qualifications

• 2+ years of Service Desk or End User Support experience.
• Experience with ITIL-based ITSM and device management.

Responsibilities

• Deliver a friendly and high-quality Service Desk experience.
• Provide troubleshooting for technical inquiries.
• Document problems and solutions in the ITSM Platform.

Skills

Customer Service

Interpersonal Skills

Analytical Skills

Problem Solving

Communication

Teamwork

Tools

ServiceNow

Job description

Join to apply for the Service Desk Support Analyst role at CDW Canada .

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. We’re coworkers, not just employees, supporting each other and our clients. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

As a Remote Service Desk Support Analyst, you will be part of our Modern Workspace Managed Services team, ensuring our clients receive a best-in-class Service Desk experience.

Our mission is to be the best and most collaborative Managed Services provider in the country. CDW has recruited top technology minds and visionary performers to achieve this goal.

Join us and bring your talent, desire to learn, experiment, and succeed in an innovative, autonomous, and entrepreneurial environment. Together, we can advance Modern Workspace Services and your career.

What you’ll do

• Deliver a friendly and high-quality On-call and Service Desk experience to our clients.
• Communicate with end users via phone, email, or live chat.
• Be available remotely 5 days / week for regular shift coverage.
• Support shift work, including after-hours as per client contracts.
• Provide troubleshooting for technical inquiries involving computers, network, smartphones / tablets, and applications.
• Contribute to process improvement and efficiency ideas.
• Create and maintain knowledge base articles and documentation.
• Document problems and solutions in the ITSM Platform (ServiceNow).
• Participate in projects and initiatives as assigned.
• Build relationships with customers.
• Maintain a positive attitude with coworkers and customers.
• Work rotating schedules, including evenings, weekends, and holidays if needed.

What you need to succeed

Must-have

• Exceptional customer service and interpersonal skills.
• Experience supporting end users in a service desk role.
• 2+ years of Service Desk or End User Support experience.
• Experience with ITIL-based ITSM (ServiceNow preferred), device management, and support technologies.
• Strong verbal and written communication skills.
• Analytical and problem-solving abilities.
• Ability to prioritize in a fast-paced environment.
• Team-oriented and collaborative mindset.
• Quick learner and adaptable.
• Calmness under pressure.
• Adherence to Service Level Agreements.
• Ability to obtain and maintain Canadian Security Clearance.
• Willingness to work outside regular hours.

Nice-to-have

• Industry certifications like ITIL (V3 or V4), Knowledge Management (KCS), or related.

We make technology work so people can do great things.

CDW is a leading provider of IT solutions to various sectors in the US, UK, and Canada. A Fortune 500 company, we help customers navigate complex IT markets and maximize their investments.

We are an equal opportunity employer. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology
• IT Services and IT Consulting

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