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. Responsible For Answering incoming contacts from coworkers. Accurately log Incidents and Service Requests ensuring all relevant data is captured whilst logging. To provide a single point of contact to our coworkers. Ensuring tickets are fully managed through to resolution. Working shifts patterns to cover service hours. Covering Oncall over the Weekends on a rota basis. Responsible To IT Service Desk Manager Main Purpose of Job 1st Line Support of Software / Hardware related Incidents and Service Requests Accurately log incidents and ensure all relevant data is captured. Direct first-hand ticket ownership. Regularly update tickets logged and manage the ticket assigned to your group. Maintain a high level of First Contacts Fixes. Proactively keep customers informed on an incident / request status and progress. Escalate incidents to the relevant resolver group where first contact fix is not possible. Adapting and keeping up to date with current standard procedures. Proactively maintain and develop technical knowledge. Escalate potential service / problem issues initially with the relevant management / departments. Act as a role model for new members of the team and assist with training where required. Work closely with internal resolver groups to prioritise and fix Coworker issues. Help facilitate “Shift Left” with a transfer of knowledge and processes from resolver teams Knowledge & Experience Good knowledge of IT platforms, equipment and applications. Excellent time keeping. Excellent spoken / written communication skills. Relevant Customer service skills Previous experience within an IT support environment. Industry recognised qualifications in relevant area is desirable (i.e. MCP / CCNA / CompTIA) Experienced in the following: Windows Operating Systems Application troubleshooting (Teams, Outlook, Word etc) Hardware troubleshooting (desktop, laptop, phones) Remote Support Customer Service Experienced in the following desirable: Citrix MS Administration of AD, Exchange, O365 SCCM MDM (such as Intune) Understanding of the ITIL framework and knowledge of the various associated disciplines is desirable Experience of working to SLAs & KPIs. Personal Attributes Positive, enthusiastic and supportive individual. Effective communication skills. Ability to take ownership of incidents and progress to resolution. Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner. Ability to work under pressure and apply existing knowledge to unknown areas. Ability to work in a team and to support team members. Creative troubleshooting skills and inquisitive nature. Passionate, professional, with a ‘can-do’ attitude at all times Proactive thinking Ability to work in office and remotely 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.