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Service Desk Associateat CDW Careers (UK)

Job ID: 
R24%5F00000828
Team: 
Delivery Engineering
Post Date: 
26 Jun 2024
Location: 
Cape Town, South Africa
Eligible For Remote Work: 
Security Clearance Required: 
No

This job posting is no longer active

Description

Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

ABOUT CDW

CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

CDW prides itself on being ‘People Who Get IT’ and ‘People who get People’. Our relationships are fuelled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from 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 on a rapidly evolving technology landscape.

JOB SUMMARY

Working as part of a team, you will be the voice of CDW for our broad range of customers. As part of this role, you will be ensuring all incidents are captured, where possible resolved, whilst delivering an excellent customer experience. You will ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. You will play a vital role in maximising productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.

KEY RESPONSIBILITIES

  • Proactively keeping Customers informed, via telephone and/or email, on incident or request status and progress.

  • Updating incidents and managing them through our system, within the SLA (service level agreement).

  • Escalating tickets to the relevant teams as and when necessary.

  • Adhering to Major Incident Management procedures.

  • Adapting and keeping up to date with processes and procedures.

  • Proactively maintain and develop customer and technical knowledge.

  • Identify and escalate potential service issues, or opportunities for improvement

  • Help new starters feel welcome to the team, by sharing knowledge and experience

QUALIFICATIONS, SKILLS AND EXPERIENCE

  • Good working knowledge of Microsoft Word, Excel and Outlook

  • Previous customer service experience

  • Ability to work in a team and to support team members.

  • Previous IT knowledge and experience although not essential

ESSENTIAL ATTRIBUTES

  • A passion to deliver excellent service

  • A desire to continuously learn and adapt to new customers and technologies

  • Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner

  • Creative troubleshooting skills and an inquisitive nature.

  • A desire to take ownership and accountability to see your work through to resolution.

  • Ability to work under pressure and apply existing knowledge to unknown areas

Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small. 

What you can expect from us: Culture, coworkers, careers. 
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from 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 on a rapidly evolving technology landscape.
 

Apply Now
 
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