Deskside Support Analyst - Remote

Overview

As a Deskside Support Analyst at CDW, you will play a vital role in ensuring clients receive a best-in-class Deskside Support experience while being part of a collaborative Managed Services team.

In Short

• Deliver high-quality Deskside Service experience to end users.
• Communicate with users via phone, email, or live chat.
• Provide advanced troubleshooting for technical inquiries.
• Set up and deploy IT equipment for clients.
• Contribute to team innovation and process improvement.
• Document problems and solutions in ITSM Platform (ServiceNow).
• Build relationships with customers and coworkers.
• Work rotating schedules as needed.
• Lift up to 50 lbs occasionally and 20 lbs regularly.
• Ability to maintain Canadian Security Clearance.

Requirements

• Exceptional customer service and interpersonal skills.
• 2+ years of Service Desk or End User Support experience.
• Experience with ITIL based ITSM (ServiceNow preferred).
• Proven analytical and problem-solving abilities.
• Ability to prioritize tasks in a fast-paced environment.
• Experience in a collaborative work environment.
• Ability to remain calm under pressure.
• Diligence to adhere to Service Level Agreements.
• Ability to work outside regular business hours.
• Bilingual (English & Canadian French) is a plus.

Benefits

• Opportunity to work in a collaborative environment.
• Career advancement opportunities.
• Access to training and development resources.
• Being part of a leading technology solutions provider.
• Inclusive workplace culture.