Deskside Support Analyst

Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

As a Deskside Support Analyst, you will be part of our Modern Workspace Managed Services team and play a vital role in ensuring our clients receive a best-in-class Deskside Support experience.

Our mission is to be the best and most collaborative Managed Services provider in the country. To that end, CDW has recruited some of the best technology minds and visionary performers working in the industry today.

Join us and bring your considerable talent and desire to learn, experiment and succeed in an innovative, highly autonomous and entrepreneurial environment. Together, we can advance Modern Workspace Services and your career like nowhere else.

What you’ll do

Responsibilities:

• Deliver a friendly and high-quality Deskside Service experience to all customer end users
• Communicate with end users either in-person, via phone, email, or live chat as required
• Provide advanced troubleshooting for all types of technical inquiries, service requests, and issues involving computers, network, smartphones/tablets, AV systems, end user applications, enterprise applications/systems
• Provide training and advice to users, both in response to identified difficulties and to share tips for optimal computer operation.
• Set up and deploy supported IT equipment to our clients' end users
• Contribute to team innovation through ideas for process improvement and efficiency
• Assist or lead in routine hardware/software deployments
• Build and manage any required hardware images across supported PC Platforms
• Develop, implement, and/or participate in the creation/maintenance of knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements
• Follow defined procedures to document all problems and solutions in the ITSM Platform (ServiceNow)
• Participate in projects and other initiatives as requested by your supervisor
• Build relationships with customers
• Maintain a positive and collaborative attitude with all coworkers and customers
• Be available to work rotating schedules if needed, which may include evenings, weekends, and holidays

What you need to succeed

Must-have

• Exceptional customer service and interpersonal skills, with a focus on rapport-building
• 2+ years of Service Desk or other End User Support operations experience involving Deskside support
• Experience using technology platforms such as ITIL based ITSM (ServiceNow Preferred), Device Management, Screen Sharing and other technologies used to deliver end user support
• Ability to clearly communicate in verbal and written formats
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a fast-paced environment
• Experience working in a team-oriented, collaborative environment
• Ability to get up to speed with the organization quickly
• Ability to remain calm in a fast-paced work environment
• Diligence to adhere to pre-defined Service Level Agreements
• Ability to obtain and maintain Canadian Security Clearance
• Ability to work outside regular business hours is required
• Lift up to 50 lbs, with or without assistance, on occasion.
• Lift up to 20 lbs, unassisted on a regular basis.

Nice-to-have

• Bilingual (English & Canadian French)
• Experience managing knowledge of client environments and procedures within a shared services model
• Knowledge of system integration and improvement potential of automations (via API or custom scripting)
• 2+ years of experience in a client-facing role

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.