Analyst

at  CDW

Description
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.
The Analyst – Managed Security Services provides first-level technical client support and upholds defined service level agreements (SLA) and customer service excellence for one or more of three particular disciplines: Network Security, Information Security, and/or Endpoint Security. The Analyst focuses on developing their knowledge and technical expertise.

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.

• 24x7 Support – 80% job weight
• Monitors and resolves first-level security support requests. Escalates second-level support to senior team members
• Collects and disseminates information to clients during and post-incident
• Identifies, records, and escalates service performance trends, anomalies, and SLA breaches to senior leadership
• Updating the knowledge base articles
• Applies Trusted Advisor techniques to build up client trust and influence loyalty
• Professional Development – 20% job weight
• Participate notably in assigned self-paced trainings
• Attends training sessions or shadowing activities, and obtains industry related certifications as determined by Manager