Service Desk Technician

Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

In this role, you will need to demonstrate outstanding technical support and customer service to onsite and visiting executives and VIPs.

• Knowledge of customer support processes and practices.
• Knowledge of technical support operations, issues and constraints.
• Ability to work directly with VIP customers via phone, email, chat sessions, remote connection or in person.
• Knowledge of the operations and processes for incident, problem and change management including escalation as needed.
• Knowledge of procedures used for documenting and querying reported incidents, problems and changes.
• Ability to accurately define incidents, problems and changes in ticketing system.
• Ability to follow, develop, update, and / or maintain standard operating procedures (SOPs).
• Ability to maintain broad knowledge of company software / hardware and procedures, and policies such as IT, HR, finance, cyber security, and technical security that impact the user work environment.

Requirements:

• Associate's degree in a related discipline with a minimum of two years of relevant experience OR six or more years of relevant education, training and/or progressive experience may be considered to satisfy education and years of experience requirements.
• Exemplary customer service and interpersonal skills.
• Experience with a ticketing system and active directory.
• Ability to lift, bend, or crawl frequently as part of daily support duties.

Deliverables:

• 80% of SLAs to be met for Incident Management
• 75% of SLAs to be met for Task Management barring inventory constraints
• Maintain positive customer service feedback derived from customer surveys and customer satisfaction scores

Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups 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.
 

Equal Opportunity Employer, including disability and protected veteran status

Benefits overview: https://cdw.benefit-info.com/