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- Tasks: Support customers by resolving issues and enhancing their experience through effective communication.
- Company: CDW is a leading IT solutions provider, committed to innovation and customer success.
- Benefits: Enjoy life assurance, private medical insurance, 25 days holiday, and more perks!
- Why this job: Join a diverse team that values your ideas and fosters a culture of belonging.
- Qualifications: Confident communicator with strong multitasking skills and attention to detail.
- Other info: Work on a flexible night shift pattern, 4 days on, 4 days off.
The predicted salary is between 24000 - 42000 £ per year.
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.
CDW is expanding and now looking to appoint a Service Desk Analyst to supplement the team with hard working, enthusiastic and customer focused individuals to provide an outstanding level of service and quality.
Key Responsibilities of a Service Desk Analyst:- Present a professional image of the company to deliver positive customer experience throughout the customer journey.
- Be clear and transparent in all communication with customers to ensure they understand the current situation in order to demonstrate CDW principles.
- Responsible for working in adherence to all policies and procedures in order to deliver compliant customer outcomes.
- Constantly strive to improve the customer experience by challenging existing processes and practices and recommending change where appropriate.
- Manage vulnerable customer incidents in order to ensure the most appropriate support is provided.
- Identify and accurately record any complaints received from customers and achieve first time resolution.
- Responsible for identifying and reporting any incidents of breaches of operational processes and policies.
- Use a variety of tools and techniques to initiate and maintain contact with customers to ensure an appropriate outcome is achieved.
- Effectively communicate with customers in order to identify the issue and to provide customers an appropriate outcome.
- Utilise effective questioning techniques to understand the customer circumstances, to ensure an incident is managed to exit in a timely manner.
- A confident telephone manner.
- Effective written and verbal skills.
- The ability to work towards targets.
- The ability to work as an individual and as part of a team.
- Great multi-tasking skills.
- Key attention to detail.
At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes whom you will learn and forge strong relationships with. Bring your best true self — and your best ideas — to CDW. Because diverse perspectives bring forth better problem solving — and better solutions for our customers in a rapidly evolving technology landscape.
CDW is an equal opportunity employer committed to maintaining a policy of non-discrimination towards all coworkers and applicants for employment in all aspects of employment. We encourage candidates from all walks of life to apply and join us in our mission of cultivating a culture of belonging, diversity and inclusion for better collaboration, innovation, and business results.
What we offer:- Life Assurance
- Competitive Contributory Pension
- Private Medical Insurance
- Enhanced Maternity Pay
- 25 days holiday + bank holidays
- Option to buy additional holiday
- Dental Insurance
- Season Ticket Loan + additional perks
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.
Service Desk Analyst employer: CDW UK
Contact Detail:
CDW UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with CDW's core values and customer service principles. Understanding their commitment to trust, connection, and support will help you align your responses during interviews and demonstrate that you share their vision.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since a confident telephone manner is crucial for a Service Desk Analyst, consider role-playing scenarios with friends or family to enhance your ability to handle customer inquiries effectively.
✨Tip Number 3
Research common IT issues and solutions that a Service Desk Analyst might encounter. Being knowledgeable about typical problems and how to resolve them will not only boost your confidence but also impress interviewers with your proactive approach.
✨Tip Number 4
Showcase your ability to work in a team as well as independently. Prepare examples from your past experiences where you successfully collaborated with others or took initiative on your own, as this will highlight your versatility and fit for the role.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and skills required for the Service Desk Analyst position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Strong CV: Your CV should clearly showcase your relevant experience, particularly in customer service and technical support. Use bullet points to outline your achievements and ensure it is well-structured and easy to read.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight specific experiences that demonstrate your ability to provide excellent customer service and your problem-solving skills.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a Service Desk Analyst.
How to prepare for a job interview at CDW UK
✨Showcase Your Customer Service Skills
As a Service Desk Analyst, your ability to provide excellent customer service is crucial. Prepare examples from your past experiences where you successfully resolved customer issues or improved their experience. Highlight your communication skills and how you ensure clarity and transparency.
✨Demonstrate Problem-Solving Abilities
CDW values individuals who can challenge existing processes and recommend improvements. Be ready to discuss situations where you identified a problem and proposed a solution. This will show your proactive approach and commitment to enhancing the customer journey.
✨Emphasise Teamwork and Collaboration
While individual performance is important, being a part of a team is equally vital at CDW. Share experiences that illustrate your ability to work collaboratively with others, especially in high-pressure situations. This will demonstrate your fit within their coworker-focused culture.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle difficult customer interactions or incidents. Practice responding to these types of questions by outlining your thought process and the steps you would take to resolve the issue effectively.
