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Service Desk Analyst - OOHat CDW Careers (UK)

Job ID: 
Post Date: 
19 Oct 2021
Peterborough, United Kingdom
Eligible For Remote Work: 
Contract Type: 
Security Clearance Required: 
Yes - Must be able to obtain
Security Clearance Level: 
Security Check


Bring your career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your job and future. With revenues of over £1 billion, CDW UK is a leading supplier of IT solutions and services to a broad range of commercial and public sector customers globally.


Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.


What you’ll do:

  • 1st Line Support of Wintel / Retail and Hardware related incidents
  • Accurately log incidents and ensure all relevant data is captured whilst logging the incident
  • Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements
  • Proactively keeping Customers informed on incident or request status and progress
  • Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group
  • Adhering to Incident management procedures
  • Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary
  • Resolve >60% of incidents logged as a First Time Fix
  • Keeping up to date with the current standard procedures
  • Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan
  • Provide a point of technical escalation and expertise
  • Escalate potential service issues initially with Team Leader/Service Desk Manager /Service Delivery Manager
  • Escalate potential problem issues with Problem and Incident Management
  • Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork
  • Contributing to team meetings


What you need to succeed:


  • Educated to GCSE level or equivalent in Maths and English
  • Good knowledge of IT platforms, equipment and applications
  • Proven Customer service skills  
  • Up to 6 months’ experience as an analyst within a similar environment
  • Industry recognised qualifications in relevant area is desirable (i.e. MCP)
  • Up to  6 months remote support experience of
    • Windows Operating Systems (Essential)
    • Citrix (Desirable)
    • Cisco Telephony Systems (Desirable)
    • Hardware troubleshooting of both desktop and server hardware. (Desirable)
    • Application support of applications from major vendors such as Netapp, Cisco, Microsoft, etc (Desirable)
  • Knowledge of supporting various windows applications including MS Office from end user perspective (Desirable)
  • Understanding of the ITIL framework and knowledge of the various associated disciplines is desirable
  • Experience of working to SLAs and KPIs and to be able to accurately describe their purpose is desirable
  • This role requires the successful candidate to either hold SC Clearance or to be willing to go through the process of Clearance


Nice to have:

  • Positive, enthusiastic and supportive individual
  • Effective communication skills
  • Ability to take ownership of and progress incidents to resolution
  • Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner
  • Ability to work under pressure and apply existing knowledge to unknown areas
  • Ability to work in a team and to support team members
  • Structured troubleshooting skills and inquisitive nature
  • Passionate, professional, with a ‘can-do’ attitude at all times
  • Proactive thinking
  • Problem management and problem solving


Who we are:

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 startups 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.


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