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Service Desk Analyst


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Job ID 23003522
Team Engineering
Posted Date Mar 28, 2024
Travel  
Location Toronto, ON
Eligible for Remote  
Contract Type Full-Time
Security Clearance  

As a Service Desk Analyst, you will be part of our Modern Workspace Managed Services team and play a vital role in ensuring our clients receive a best-in-class Service Desk experience.
 
Our mission is to be the best and most collaborative, Managed Services provider in the country. To that end, CDW has recruited some of the best technology minds and visionary performers working in industry today.  
 
Join us and bring your considerable talent and desire to learn, experiment and succeed in an innovative, highly autonomous and entrepreneurial environment. Together, we can advance Modern Workspace Services and your career like nowhere else. 
 
What you’ll do
Responsibilities:
  • Deliver a friendly and high-quality Service Desk experience to all customer end users
  • Communicate with end users either via phone, email, or live chat as required
  • Provide advanced troubleshooting for all types of technical inquiries, service requests, and issues involving computers, network, smartphones/tablets, AV systems, end user applications, enterprise applications/systems
  • Contribute to team innovation through ideas for process improvement and efficiency
  • Develop, implement, and/or participate (in the creation/maintenance of) knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements
  • Follow defined procedures to document all problems and solutions in the ITSM Platform (ServiceNow)
  • Participate in projects and other initiatives as requested by your supervisor
  • Build relationships with customers
  • Maintain a positive and collaborative attitude with all coworkers and customers
  • Be available to work rotating schedules if needed, which may include evenings, weekends, and holidays

What you need to succeed
Must-have
  • Exceptional customer service and interpersonal skills, with a focus on rapport-building
  • 1+ years of Service Desk or other End User Support operations experience
  • Experience using technology platforms such as ITIL based ITSM (ServiceNow Preferred), Device Management, Screen Sharing and other technologies used to deliver end user support
  • Ability to clearly communicate in verbal and written formats
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a fast-paced environment
  • Experience working in a team-oriented, collaborative environment
  • Ability to get up to speed with the organization quickly
  • Ability to remain calm in a fast-paced work environment
  • Diligence to adhere with pre-defined Service Level Agreements
  • Ability to obtain and maintain Canadian Security Clearance
  • Ability to work outside regular business hours is required 
 
Nice-to-have
  • Bilingual (English & Canadian French)
  • Industry certification such as ITIL (i.e., V3 or V4), Knowledge Management (i.e., KCS) or other related technical, process or governance related certifications
  • Knowledge and experience with current government and industry standards such as NIST CSF, ISO27001, PCI and other related standards
  • Experience implementing or operating quality management processes for direct client facing team members in omni-channel environments (voice, email, chat etc)
  • Experience managing knowledge of client environments and procedures within a shared services model
  • Knowledge of system integration and improvement potential of automations (via API or custom scripting)
  • 2+ years of experience in a client facing role 
 
Who we are 
CDW is a leading technology solutions provider to business, government, education and healthcare organizations in Canada, the United States, and the United Kingdom. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from fresh-faced startups to international conglomerates. With the breadth of products and services we offer, combined with the expertise of our specialists, there is no request too big or too small. A unified team of challenge takers, diverse thinkers and problem solvers, we believe when you enjoy what you do and who you do it with, you do your best work. And that means everyone wins.
 
Awards and Recognitions                                                                                      
  • #178 on the Fortune 500 list
  • #81 on Glassdoor's Best Places to Work
  • #1 on Channel Daily News’ Top 100 Solution Providers List across Canada
  • Fortune’s Future 50, an index that evaluates the long-term growth prospects of major public 
 
Our Benefits
CDW offers a variety of benefits, perks and development programs that enable coworkers to perform at their best personally and professionally. We understand the importance of work/life harmony and strive to help our coworkers achieve it. Core benefits include:
  • Comprehensive package: healthcare, dental, vision, paid vacation time and sick days
  • Coworker stock purchase program
  • Coworker discounted purchase program
  • Tuition reimbursement for those wishing to further their education
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