Deskside Support Analyst

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.

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 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
•Providing training and advice to users, both in response to identified difficulties and to share tips for optimal computer operation.
•Setting up and deploying 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 with 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)
•Industry certification such as ITIL (i.e., V3 or V4), Knowledge Management (i.e., KCS) or other related technical, process or governance related certifications
•Knowledge and experience with current government and industry standards such as NIST CSF, ISO27001, PCI and other related standards
•Experience implementing or operating quality management processes for direct client facing team members in omni-channel environments (voice, email, chat etc)
•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

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.