Service Desk Analyst (Night Shift - 4 on 4 off)

CDW LLC.; Peterborough; On-site; GBP 25,000 - 35,000; Full time

Job summary

CDW is seeking a dedicated Service Desk Analyst to join their team in Peterborough. This role involves providing exceptional customer service, managing incidents, and improving customer experiences. Ideal candidates will possess strong communication skills and the ability to work effectively in a team-oriented environment.

Qualifications

• Strong communication skills, both written and verbal.
• Ability to work independently and collaboratively.
• Experience in a customer service role is beneficial.

Responsibilities

• Deliver positive customer experiences throughout the customer journey.
• Manage customer incidents and ensure timely resolutions.
• Identify and report operational process breaches.

Skills

Confident telephone manner

Effective written and verbal communication skills

Ability to work towards targets

Ability to work independently and as part of a team

Great multi-tasking skills

Key attention to detail

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: CDW - Peterborough

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

Shift Pattern: Night shift - 4 on 4 off

Key Responsibilities of a Service Desk Analyst

• Present a professional image of the company to deliver positive customer experience throughout the customer journey.
• Be clear and transparent in all communication with customers to ensure they understand the current situation and demonstrate CDW principles.
• Adhere to all policies and procedures to deliver compliant customer outcomes.
• Strive to improve the customer experience by challenging existing processes and practices and recommending changes where appropriate.
• Manage vulnerable customer incidents to ensure the most appropriate support is provided.
• Identify and accurately record any complaints received from customers and achieve first-time resolution.
• Identify and report any incidents of breaches of operational processes and policies.
• Use a variety of tools and techniques to initiate and maintain contact with customers to ensure an appropriate outcome is achieved.
• Communicate effectively with customers to identify issues and provide appropriate outcomes.
• Utilize effective questioning techniques to understand customer circumstances and ensure incidents are managed to exit in a timely manner.

Skills needed to be a Service Desk Analyst

• Confident telephone manner.
• Effective written and verbal communication skills.
• The ability to work towards targets.
• The ability to work independently and as part of a team.
• Great multi-tasking skills.
• Key attention to detail.

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 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 regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other basis prohibited by law.