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IT Service Desk Analystat CDW Careers (UK)

Job ID: 
Post Date: 
15 May 2022
Peterborough, United Kingdom
Eligible For Remote Work: 
Contract Type: 
Security Clearance Required: 
Yes - Must be able to obtain
Security Clearance Level: 
Baseline Personnel Security Standard Check (BPSS)


Service Desk Analyst

CDW - Peterborough



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

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 in order to demonstrate CDW principles
  • Responsible for working in adherence to all policies and procedures in order to deliver compliant customer outcomes
  • Constantly strive to improve the customer experience by challenging existing processes and practices and recommending change where appropriate.
  • Manage vulnerable customer incident in order to ensure the most appropriate support is provided
  • Identify and accurately record any complaints received from customers and achieve first time resolution
  • Responsible for identifying and reporting 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
  • Effectively communicate with customers in order to identify the issue and to provide customers an appropriate outcome
  • Utilise effective questioning techniques to understand the customer circumstances, to ensure an Incident is managed to exit in a timely manner

Skills needed to be a Service Desk Analyst

  • A confident telephone manner
  • Effective written and verbal skills
  • The ability to work towards targets
  • The ability to work as an individual and as part of a team
  • Great multi-tasking skills
  • Key attention to detail

Professional Qualifications - Not necessary but great if you do.

  • ITIL Foundation v4


  • BPSS Clearance can be obtained


  • ITIL Foundation v4 will be required to be passed within 3 months of joining to pass probation





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