Service Desk Analyst

CDW UK; Peterborough; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading technology solutions provider is seeking a dedicated Service Desk Analyst in Peterborough. The role focuses on delivering exceptional customer service, managing incidents effectively, and continuously improving processes. Ideal candidates are enthusiastic and customer-focused.

Qualifications

• Entry-level position in IT Services and IT Consulting.

Responsibilities

• Ensure a positive customer experience throughout their journey.
• Communicate clearly to help customers understand situations.
• Continuously seek to improve the customer experience.

Skills

Confident telephone manner

Effective written and verbal communication skills

Ability to work towards targets

Teamwork

Strong attention to detail

Job description

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Apply for the Service Desk Analyst role at CDW UK in Peterborough, England.

About CDW UK

CDW is a leading provider of information technology solutions to business, government, education, and healthcare customers across the US, UK, and Canada. We are a Fortune 500 company committed to making technology work so people can do great things. We value trust, connection, and commitment, fostering a work environment where coworkers support each other and our customers.

Role Overview

We are expanding and seeking a dedicated Service Desk Analyst to join our team. The ideal candidate will be hardworking, enthusiastic, and customer-focused, committed to providing outstanding service and quality.

Key Responsibilities

• Present a professional image to ensure a positive customer experience throughout their journey.
• Communicate clearly and transparently to help customers understand current situations, demonstrating CDW principles.
• Adhere to all policies and procedures to deliver compliant customer outcomes.
• Continuously seek to improve the customer experience by challenging and refining existing processes.
• Manage vulnerable customer incidents to ensure appropriate support.
• Identify and record customer complaints, aiming for first-time resolution.
• Report incidents of breaches of operational processes and policies.
• Use various tools and techniques to maintain contact with customers and achieve appropriate outcomes.
• Communicate effectively to identify issues and provide suitable resolutions.
• Utilize questioning techniques to understand customer circumstances and manage incidents efficiently.

Skills Required

• Confident telephone manner
• Effective written and verbal communication skills
• Ability to work towards targets
• Teamwork and individual work capabilities
• Strong attention to detail

Additional Information

This is an entry-level, full-time role within the IT Services and IT Consulting industry.

Equal Opportunity Statement

CDW is an equal opportunity employer. All qualified applicants will receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected categories.