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.
ROLE PURPOSE
The Service Assurance Coordinator plays a key role in driving continuous improvement across the Service Desk by conducting quality reviews of internal and customer interactions. The role supports the business in delivering a consistently high standard of customer service, aligned to CDW's values and IT service management processes. Working closely with the Training team, Service Desk managers, and process owners, this role helps identify areas for improvement and ensures that knowledge, documentation, and service delivery meet defined quality standards.
SUCCESS MEASURES
* Number and accuracy of Quality Assurance (QA) checks completed
* Timely logging and follow-up of QA recommendations
* Quality of documentation reviewed and maintained
* Feedback loop integration with Service Enablement plans
ROLE RESPONSIBILITIES
* Perform regular quality checks of all ITSM tooling records and interactions (calls, emails, chats, etc.) to ensure compliance with process and customer service standards
* Log findings from QA reviews, track recurring issues, and make recommendations for improvement
* Collaborate with Service Enablement Coordinators, Service Desk Management, and resolver teams to assess and improve process documentation
* Contribute to training and development plans by identifying training needs and sharing quality insights
* Maintain detailed records of quality checks and support audit requirements
* Support a culture of quality and continuous improvement within the Service Desk
KNOWLEDGE, SKILLS AND EXPERIENCE
Required Experience:
* Experience with ITIL processes
* Experience conducting quality checks in a Service Desk or IT support environment
* Familiarity with Microsoft solutions and ServiceNow
Desirable Experience:
* Exposure to working with training teams or developing Quality Assurance feedback loops
Required Qualifications:
* Must be able to gain BPSS and SC clearance
Required Skills:
* Excellent attention to detail
* Strong communication (written and verbal)
* Analytical thinking and process evaluation
* Ability to work under pressure and meet deadlines
* Collaboration and teamwork
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.