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.

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
• To be eligible, you must be able to pass a BPSS and SC security clearance.
  More about CDW and your career with us:
  At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes whom you will learn 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 in a rapidly evolving technology landscape.
  CDW is an equal opportunity employer committed to maintaining a policy of non-discrimination towards all coworkers and applicants for employment in all aspects of employment. CDW does not discriminate against any applicant because of age, disability, gender reassignment, marriage and civil partnership status, pregnancy and maternity, race, religion/belief, sex, sexual orientation, veteran status, or any other basis that is prohibited by local employment law, including those protected by the UK Equality Act 2010.
  We encourage candidates from all walks of life to apply and join us in our mission of cultivating a culture of belonging, diversity and inclusion for better collaboration, innovation, and business results.
  Together, we strive to create a workplace where everyone feels like they belong and is empowered to bring their full energy, capabilities and authenticity for coworker and business benefits. Will you be a part of it?
  What we offer:
  Life Assurance
  Competitive Contributory Pension
  Private Medical Insurance
  Enhanced Maternity Pay
  25 days holiday + bank holidays
  Option to buy additional holiday
  Dental Insurance
  Season Ticket Loan + additional perks

• 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