Service Desk Remote Support Analyst

Overview

As a Remote Deskside Support Analyst at CDW, you will be part of a team dedicated to providing a best-in-class Service Desk experience for clients, ensuring effective troubleshooting and support.

In Short

• Deliver friendly and high-quality On-call and Deskside Service experience.
• Communicate with end users via phone, email, or live chat.
• Handle calls on-site and remotely for international locations.
• Available for virtual support requests 5 days/week.
• Provide effective troubleshooting for various technical inquiries.
• Contribute to team innovation and process improvement.
• Document problems and solutions in the ITSM Platform (ServiceNow).
• Build relationships with customers and maintain a collaborative attitude.
• Work rotating schedules, including evenings and weekends if needed.
• Must obtain and 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).
• Strong verbal and written communication skills.
• Proven analytical and problem-solving abilities.
• Ability to prioritize tasks in a fast-paced environment.
• Team-oriented and collaborative work style.
• Ability to remain calm under pressure.
• Diligence to adhere to Service Level Agreements.
• Ability to work outside regular business hours.

Benefits

• Opportunity to work in a collaborative and innovative environment.
• Access to ongoing training and career advancement opportunities.
• Work with a team of technology experts.
• Be part of a Fortune 500 company.
• Equal opportunity employer with a commitment to diversity.