Service Desk Analyst

CDW LLC.; Peterborough; On-site; GBP 20,000 - 30,000; Full time

Job description

Description

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. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. 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.

Service Desk Analyst

Location - Peterborough

Shift Pattern - 4 days on 4 days off, Nightshift

CDW is expanding and now looking to appoint a Service Desk Analyst, to supplement the team with hard working, enthusiastic and customer focused individuals to provide an outstanding level of service and quality.

Key Responsibilities of a Service Desk Analyst

1. Present a professional image of the company to deliver positive customer experience throughout the customer journey.
2. Be clear and transparent in all communication with customers to ensure they understand the current situation in order to demonstrate CDW principles.
3. Responsible for working in adherence to all policies and procedures in order to deliver compliant customer outcomes.
4. Constantly strive to improve the customer experience by challenging existing processes and practices and recommending change where appropriate.
5. Manage vulnerable customer incidents in order to ensure the most appropriate support is provided.
6. Identify and accurately record any complaints received from customers and achieve first time resolution.
7. Responsible for identifying and reporting any incidents of breaches of operational processes and policies.
8. Use a variety of tools and techniques to initiate and maintain contact with customers to ensure an appropriate outcome is achieved.
9. Effectively communicate with customers in order to identify the issue and to provide customers an appropriate outcome.
10. Utilise effective questioning techniques to understand the customer circumstances, to ensure an Incident is managed to exit in a timely manner.

Skills needed to be a Service Desk Analyst

1. A confident telephone manner.
2. Effective written and verbal skills.
3. The ability to work towards targets.
4. The ability to work as an individual and as part of a team.
5. Great multi-tasking skills.
6. Key attention to detail.

More about CDW and your career with us:

At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes whom you will learn and forge strong relationships with. Bring your best true self — and your best ideas — to CDW. Because diverse perspectives bring forth better problem solving — and better solutions for our customers in a rapidly evolving technology landscape.

CDW is an equal opportunity employer committed to maintaining a policy of non-discrimination towards all coworkers and applicants for employment in all aspects of employment.

We encourage candidates from all walks of life to apply and join us in our mission of cultivating a culture of belonging, diversity and inclusion for better collaboration, innovation, and business results.

Together, we strive to create a workplace where everyone feels like they belong and is empowered to bring their full energy, capabilities and authenticity for coworker and business benefits. Will you be a part of it?

What we offer:

1. Life Assurance
2. Competitive Contributory Pension
3. Private Medical Insurance
4. Enhanced Maternity Pay
5. 25 days holiday + bank holidays
6. Option to buy additional holiday
7. Dental Insurance
8. Season Ticket Loan + additional perks

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.