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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.
As a first line Service Desk Analyst I am the first point of contact when customers call CDW for IT support. I take a professional and calm approach at all times in order to reassure the customer, asking meaningful and probing questions in order to understand their needs, diagnose their issues, find solutions or direct their query to the right person or team.
Start of shift
I always arrive 10 minutes prior to my shift starting, this enables me to log into my phone and start up my computer as I have a variety of applications to load. This ensures I am ready to deal with my first contact of the day
I receive an email requesting a password reset. In between dealing with emails my main priority is to proactively manage open customer issues, calling Third Parties, and Internal Teams to ensure outstanding problems are resolved as quickly as possible to ensure we deliver on our promises to our customers.
I usually spend my lunch hour socialising with my team, making use of the fantastic facilities, playing Pool, watching TV, or eating out at one of the many local restaurants.
I receive a call from a customer about their computer freezing, preventing them from completing an urgent piece of work. I greet the customer warmly, asking open questions to understand what they need. I establish solutions and if I am unsure I check our knowledge base, or speak to my supportive and knowledgeable leader for guidance. I signpost actions I’m taking on the call to reassure the customer that I am documenting everything correctly. I then provide one or many solutions to fix their issue, and I recap the actions I have taken, setting their expectations on next steps and providing them with a reference number, and ensuring there are no other issues the customer needs support with before concluding the call.
Five minutes before the end of my shift I start to wrap up for the day, ensuring that there are no more outstanding tasks for me to complete and that any relevant tickets are added to the handover for the out of hours team.
End of shift
I have fantastic and challenging day delivering outstanding customer service, each day brings a variety of different challenges that I have to tackle.
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 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.