ABOUT CDW
CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.
JOB SUMMARYProvide leadership, guidance and support to a team of service desk analysts and assist the Service Desk Manager in their responsibilities. Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. Endeavour to provide all CDW customers with the best level of customer service and support. Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targetsKEY RESPONSIBILITIES
1. Provide leadership, guidance and support to a team of service desk analysts
2. Develop and coach team members to improve performance, as well as achieving their career aspirations through 121s and coaching sessions
3. Identify and deliver training and development needs in line with company procedures
4. Develop, grow and maintain professional working relationships with all internal and external stakeholders and customer equivalents
5. Responsible for the upkeep and quality of the knowledge bas...