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Event Management Analystat CDW Careers (UK)

Job ID: 
Post Date: 
01 Nov 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.


What you’ll do:

  • Reactive monitoring and management of infrastructure alarms, taking the necessary and required contractual steps to progress infrastructure alarm to customer resolver groups
  • Proactive and reactive incident management of infrastructure alarms
  • Provide support 24x7x365 on a rota: 12 Hour Shifts comprising of day and night shifts:
    • 4 shifts – Nights – 20:00pm to 08:00am
    • 4 days – Off
    • 4 shifts – Days – 08:00am to 20:00pm
    • 4 days - Off
  • Escalate potential service issues with Team Leader/Event Management Delivery Manager /Service Delivery Manager as required
  • Escalation of potential problem issues with Major Incident Management
  • Alarm Ticket Incident Management to closure
  • Development of own knowledge of current technology awareness and impact of infrastructure alarms to a customer end user working environment


What you need to succeed:


  • At least 2 years’ experience in an IT customer First Line focused support role.
  • Proven Customer service skills
  • Microsoft Server operating system knowledge
  • Cisco/ Meraki Networking device knowledge.
  • Awareness of ITIL and a common sense attitude towards incident management
  • Good general all round IT knowledge
  • Ability to work day shifs, night shifts, weekends and bank holidays on a fixed rota


Nice to have:

  • Experienced in ITIL best practices desirable. Ideally holding an ITIL. Foundation certification (V3)
  • Security clearance advantageous
  • Good communication skills
  • Punctual and reliable
  • Positive, enthusiastic and supportive individual
  • Ability to take ownership of and progress incidents to resolution, or to identify when escalation is necessary
  • Ability to work under pressure
  • Ability to work in a team and to support team members
  • Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner


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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