Consultant II, Infrastructure & Applications (Service Desk)at CDW Careers (UK) - Dev

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.

Job Description: ServiceDesk Analyst - ECC

Roles & Responsibilities:

• Responsible for monitoring and Logging tickets, Track the progress, update, and close the tickets as per the status.
• Must have good experience in entering the data on multiple ticketing systems preferably ServiceNow
• Handle voice calls and email requests from users. Contact users when needed to progress or close tickets.
• Independently follows runbooks and case procedures. Triages, collects data, documents cases, and escalates those cases as necessary.
• Proactively monitors tools for alerts and provides notification of outages.
• Perform first level of support including basic troubleshooting activities in Microsoft Servers / OS applications including Outlook, Microsoft Active Directory User Management, etc.
• Good knowledge on Microsoft Active Director tasks like User Creation, Modification, Group creation, etc. Knowledge on Routing, Switching with strong basics on CCNA.
• This position is responsible for working in the Service Desk area to provide effective first line IT Support for any IT Incidents or Service Requests.

Mandatory Skills:

• Candidate must have excellent communication skills (verbal and written).
• Ability to work collaboratively within a team and receive constructive feedback from seniors.
• Ability to provide excellent customer service when working directly with users that may not be technical.
• Strong customer service skills.
• Strong knowledge of Microsoft operating systems and Office software suite.
• Strong knowledge of PC components and troubleshooting them.
• Intermediate knowledge of processing cases within a case management system.
• Entry knowledge of general networking principles.
• Entry knowledge of Mac OS and/or Linux operating systems.

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.