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. Service Desk Analyst CDW - Peterborough CDW is expanding and now looking to appoint a Service Desk Analyst, to supplement the team with hard working, enthusiastic and customer focused individuals to provide an outstanding level of service and quality. Shift Pattern Night shift - 4 on 4 off Key Responsibilities of a Service Desk Analyst 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 situat ion 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 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 We make technology work so people can do great things. CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.